Web Support for Healthcare Products. User Guide

Transcription

1 from Nuance Healthcare Web Support for Healthcare Products This document changes frequently. Check isupport Solution #12552 for the latest version Nuance Communications, Inc. 1/21/14

2 Table of Contents Overview... 6 Before you can Register for isupport... 6 Whom to Contact... 6 Getting Started... 7 Register to become an isupport user... 7 Accessing and Logging into isupport... 9 Password Guidelines... 9 Using the Did you forget your password Link... 9 Forgot Your User ID... 9 Typical isupport Home Page How can we Help you isupport Maintenance Alerts Healthcare isupport News & Info Technical Library Quick Links Service Requests Quick Find Tabs Navigation Bars Optional Content Working with the Knowledge Base Searching the Knowledge Base Setup Notification Remove an Notification Alternate Method of Removing an Notification Browsing the Categories The View Setting for the Browse List Narrowing Your Search by Browsing First Sorting the Search Result List or Browse List Setting the Number of Rows Displayed Solution Advanced Search Feature Top Solutions Frequently Used Solutions Recommended Solutions Working with Service Requests Viewing a Service Request Updating a Service Request Submitting a Service Request Submitting a Depot Service Request Adding Contacts to a Service Request Selecting a Product Location Address One-Time Address Adding Attachments to a Service Request Saving a Service Request as a Template Creating a Service Request from a Template Managing Service Request Templates Accessing the Manage Template Page Creating a Template Editing a Template Making a Copy of a Template Deleting a Template Closing a Service Request Finding a Service Request Home Page Service Request List Page 2 of 102

3 Searching for a Service Request using Quick Find Service Requests Page List Understanding the Default Service Request View Checkbox Searching for a Service Request Printing the Details of a Service Request ing a Service Request Understanding and Finding Information on the Service Request Header Section Customer Information Section General Information Section Product Information Section Attachments Section Solutions Section Progress Section Definition of Service Request Statuses Agent s (Service Representative) View of a Service Request Comparison of Field Labels between the isupport and Agent Views FAQs for Service Requests Working with Information under the Account Tab Sorting the Install Base List by Columns Viewing Item Details Item Instance Details Page View Details Drop-Down List Contracts Page Service Requests Page All Details Eyeglasses Icon Searching or Personalizing the Installed Base List Searching Searching with a Saved Search or Personalization Understanding the Search Criteria Sections Personalizing Editing a Saved Search or Personalization Deleting a Saved Search or Personalization Using the Download Button Creating a Service Request from the Installed Base Displaying a List of Items on a Contract Comparison of Field Labels between the Account Tab and the Support Tab FAQs for the Accounts Tab Working with Information under the Support Tab Knowledge Base (Ask Me) Top Solutions Technical Library Service Requests isupport Search Methods Knowledge Base Search Solve a Problem Search Search for a Solution Quick Find Service Requests Library Installed Base Solutions Service Request Search Searching in a List of Values (Flashlight Icon) Narrowing the Initial Search and Select List Sub-Search for a Field Value (Go Button) Page 3 of 102

4 Personalizing Your Home Page Quick Links Service Requests isupport Maintenance Alerts Healthcare isupport News & Info Technical Library Optional Content (the Personalize: Content Link) Adding Optional Content to Your Home Page Removing Optional Content from Your Home Page Personalizing the Layout of your Home Page Service Request Bookmarks (Quick Links) Adding a Service Request to the Bookmark Area Removing a Service Request from the Bookmark Area Editing the Service Request Bookmark Area Search for a Solution Working with Your Profile Personal Profile Contact Points Addresses Creating a Contact Address Updating a Contact Address Changing a Contact Address that Populates into a Service Request Deleting a Contact Address Display Preferences General Display Table Display Search Display Accounts Administrators Icons used in isupport Managing User Accounts For Local Administrators Approve or Reject User Registration Find a User s Account Reset an isupport User s Password Create Contact Points for a User Modify Contact Points for a User Promote a User to Local Administrator Remove Administrative Privileges from a User Inactivate or Expire a User Account Re-activate an Expired User Associating a User ID to a Company Account Number Pre-Register and Approve a New User Account FAQs for Managing Users Addendum A User Types (Profiles) Healthcare User Healthcare Dragon Medical User/Partner Clintegrity 360 HIM User Clintegrity 360 HIM ESD User Clintegrity 360 Hosted User Clintegrity 360 Government (VA or DoD) User Healthcare Local Administrator Healthcare AMEDD User Healthcare AMEDD Local Administrator Partner User Dragon MT (MedRemote) User NHDP (Nuance Healthcare Development Platform) User Page 4 of 102

5 13. Guest User Addendum B USAF AHLTA Users Differences for the Air Force User Registration and Management Specialized Content The Account Tab Service Requests Addendum C Dragon Medical Users Determining if you are a Dragon Medical User Differences for Dragon Medical Users Knowledge Base Dragon Medical Library The Account Tab Service Requests Viewing or Updating Service Requests Creating a Service Request Addendum D Healthcare AMEDD User AMEDD Knowledge Base Content Specialized Technical Library Content Viewing or Updating Service Requests Addendum E Time Zone List Comparison Page 5 of 102

6 Overview isupport is an Internet-based support website for Nuance customers. The portal gives Nuance customers a view into specific information for their organization as well as access to a searchable knowledge base that uses a Natural Language Search engine. Guest users have limited access to the knowledge base through the portal. isupport is an integrated part of the Oracle E-Business Suite used by Nuance. This ensures that the data that customers see relative to their organization is the same as that used by employees. Registered users can take advantage of some or all of the following features, depending upon their profile: Secure SSL login Ability to open new or update current service requests Ability to view service requests whether submitted via isupport or by telephone * Ability to view all of the service requests for an organization * Create a service request template containing common and frequently used information to aid in the creation of service requests * Access to service request history * View the organization s install base (a listing of the equipment at the facility) * Access to a Technical Library that allows viewing and printing of s, Quick Reference documents, and Release Notes Set-up notification for any knowledge base solution that gets updated * Local management of isupport users (only users with the Healthcare User profile) for a facility (once a local administrator is registered and approved) Personalized home page and customized searches on other pages Bookmark knowledge base solutions and service requests for quick access from the home page View Frequently Used Solutions and Recommended Solutions * These features vary depending upon the user type (profile) that you choose when you register. Refer to the addendums for information on the various user types and the available features. The following are instructions on how to register with isupport, log in and use the features included in isupport, and additional instructions on features available to isupport users who have administrative privileges. Before you can Register for isupport You have to have your customer number (it is sometimes referred to as your organization or party number). You can use your account number only if it begins with a D. Your account number is generally used when you call the help desk for support. If you do not have your customer number, Refer to the next heading for whom to contact.. Whom to Contact To find your customer number for Clintegrity 360 (formerly Quantim) products call your support number: for government accounts (VA or DoD) call ; for Quality Management Solutions (formerly COPE) call ; and for Clintegrity 360 commercial products call For all other Healthcare products, isupport.admin@nuance.com. Page 6 of 102

7 To change or remove information about your company, such as an address or telephone number, call the Service Support Center at For general questions about the web site, the Nuance isupport Administrator at Getting Started To use isupport, you first need to register and then be approved by an administrator. Once you have registered, you receive an notification confirming that you have registered. Then, you receive a second notification confirming that the administrator has approved your registration. Register to become an isupport user The majority of Healthcare users can self-register. Use the following descriptions to determine which profile to choose: Healthcare User Select this for any combination of PowerScribe 360, RadWhere, Dictaphone Enterprise Speech System, Dragon Medical 360 products (If you only have a Dragon Medical 360 product, select the Dragon Medical User/Partner below.), Clintegrity 360 CAPD, or Clintegrity 360 Quality Analytics. Healthcare Dragon Medical User/Partner Select this if you only have Dragon Medical 360 products. If you have other products as well, select one of the other profiles that include Dragon Medical 360 products. Notes: 1. If you have one of the Dragon Medical 360 products and another product (such as Dictaphone Enterprise Speech System or PowerScribe 360), you should be selecting a Healthcare User profile. 2. This profile is for users and partners located in North America only. If you are located in Europe, the Middle East, or Africa (EMEA) or Latin America regions, please refer to the EMEA and Latin America instructions in Solution #13974 Registration Information. Clintegrity 360 HIM User Select this for Clintegrity 360 HIM (commercial) products (except for Clintegrity 360 CAPD and Clintegrity 360 Quality Analytics) and legacy Quantim HIM products. Clintegrity 360 Hosted User Select this for Clintegrity 360 hosted products and legacy Quantim hosted (COPE) products. Clintegrity 360 Government (VA or DoD) User Select this for Clintegrity 360 government products and legacy Quantim government products. Healthcare Local Administrator Select this to administer Healthcare Users on this site who are members of your organization. This is only for the products listed under the Healthcare User profile. Please Note: There are other profiles that have to be set-up by a Nuance isupport Administrator. These will be preapproved and notified with access information directly. 1. Navigate to the isupport website The isupport Welcome page will display Page 7 of 102

8 Figure 1 isupport Welcome Page 2. Click the Click here for registration information link and the Registration Information page will display. Tip: if the following error message appears, please refresh your browser: 3. Select the correct method of registration based on your product or organization. 4. If you can self-register, click the Register Here button; otherwise send an request to the address provided. If you send an request, your account will be set-up by a Nuance employee. 5. In the Start Here: Choose Your Profile section, select the appropriate radio button. 6. Click the Next button to continue to the Details: Enter your organization information section, 7. Enter your Company Number. This is sometimes referred as your organization or party number. Tip: This field is case sensitive. If your number starts with a D, it must be entered as a capital D. 8. Click the Next button to continue to the Details: Enter Your Personal Information section. 9. Enter the new user s First Name, Last Name, User Name, Password, etc. Tip: Passwords must contain at least one letter and one number. They must be at least 6 characters long and they cannot contain consecutive numbers or letters that are the same. 10. Click the Next button to continue to the Confirmation: User Registration Summary section. Page 8 of 102

9 11. Click the Continue button to submit this registration request and return to the Welcome page. Important: You cannot log into isupport until you are approved. You will receive a second indicating your approval. Accessing and Logging into isupport Once you have completed the registration process and have been approved by your isupport administrator, you may access the isupport website and login with your User ID. The following describes how to access isupport, login and sign-out. 1. Access isupport by clicking the link in your approval or by opening your Internet browser and navigate to The isupport Welcome page will display. 2. To log into isupport, enter your User ID and Password. 3. Click the Go button to continue to the isupport Home page. 4. To log out of isupport, click the Sign Out link, which is located at the top or bottom right side of the isupport Home page. Password Guidelines Passwords must contain at least one letter and one number. They must be at least 6 characters long and they cannot contain consecutive numbers or letters that are the same. For example, welcome11 is not acceptable, but welcome10 is. Jeffrey23 is not acceptable, but Jefrey23 is. The password cannot be the same as or contain your User ID. Passwords are not case sensitive and cannot be longer than 30 characters. You cannot reuse a password. Once you have entered a password and then change it. You cannot change it back to your original password. If you enter your password incorrectly 5 times, your account will be locked out. It must be reset before you can access isupport. You have three ways to get your password reset: using the Did you forget your password link, contacting your local isupport Administrator, or by contacting the Nuance isupport Administrator. Using the Did you forget your password Link If you have forgotten your password or if your account is locked out because you entered your password incorrectly 5 times or more, you can use the Did you forget your password link to reset it. After submitting your user ID, you will receive an entitled Password reset requires approval. You must respond to this by clicking either the Accept link or the Reject link in the . Tip: If you did not request a password reset, use the Reject link. The links will open a reply message window in your application. Do not change any of the information in the reply, simply click the send button. This will send a response back to the system. If you clicked the Accept link, you will receive a second entitled Your password has been reset. This will contain a temporary password that you can use to access isupport. You are required to change your password as soon as you log in. Tip: If you do not respond within 4 hours to the first or change your password within 4 hours after receiving the second , your password will remain unchanged. Forgot Your User ID If your do not know your user ID send an to isupport.admin@nuance.com. Include the following information in your Organization Name Page 9 of 102

10 Organization Number (or Account Number) Your Name A brief message requesting your user ID Page 10 of 102

11 Typical isupport Home Page The following describes the features available on a typical (Healthcare User) isupport Home page. Home page content varies depending upon your profile. There are six main sections or groups on the isupport Home page including: How can we Help you, isupport Maintenance Alerts, Healthcare isupport News & Info, Technical Library, Quick Links, and Service Requests. Detailed instructions on how to use each feature is described in the related section. Your home page is unique to you and can be personalized to meet your needs. Refer to the heading Personalizing Your Home Page for more details. Figure 2 Sample isupport Personal Home Page Tip: Content on your Home page may vary depending upon your user profile (selected when you registered) or your Personalize settings. Page 11 of 102

12 How can we Help you In this group you will find links to the following: Find a Solution This link will take you to the Knowledge Base (Ask Me) page where you can search for solutions to problems, view and print user guides, release notes and quick reference documents. Frequently Used Solutions This link will take you to the Top Solutions page where you can view a list of most commonly used solutions over a period of time as well as recommended solutions. Create a Service Request This link will take you to the Create Service Request page where you can submit a service request to Support. isupport Maintenance Alerts This area will display information about planned maintenance for isupport. It will indicate when the system will be down and approximately how long the outage will last. Healthcare isupport News & Info In this group you will find links to important news and announcements about isupport as well as a link to documentation and the on-line tutorial. Refer to the heading Healthcare isupport News & Info in the Personalizing Your Home Page section. Technical Library This group provides quick links to information such as user documentation, what s new (release notes) documents, etc. The library name and content is dependent upon your profile. Quick Links This group provides links to your favorite solutions that you have chosen to add to this list. If any solution that appears in this group is updated by Nuance, you will automatically receive an notification informing you that the solution has been updated. Refer to the heading Setup Notification under Working with the Knowledge Base to learn how to use this feature. If you have more links in the list than can be displayed on the Home page, a More link appears at the bottom of the list. Service Requests This group provides you with links to your open service requests and service request history. This includes service requests submitted by telephone or by using isupport. You can check the status of an open service request, correspond with the Nuance Technical Support Analyst, and view solved requests. Refer to the Working with Service Requests heading for more information about service requests. Quick Find You can do a quick search for information in other areas of isupport using Quick Find. The areas that you can search are dependent upon your profile. Refer to Quick Find under the isupport Search Methods for more detailed instructions. Tabs Depending upon your profile, there are up to 3 tabs on each page: Home, Account, and Support. The Home tab brings you back to the Home Page from other areas of isupport. The Account tab is where you find information about the products that you own. Refer to the Working with Information under the Account Tab heading. The Support tab is where you find support information such as: Service Requests, the Knowledge Base, the Library, and Top Solutions. Refer to Working with Information under the Support Tab. Page 12 of 102

13 Navigation Bars Links in the green and black bars near the top and the grey bar at the bottom of the page take you to other areas of the Nuance Corporate web site. Optional Content Your Home page is broken down into different areas or groups. These groups can be mandatory, which means that you cannot close them or change their position, or optional. You can choose to display or hide optional content and you can choose where on your Home page the optional content appears. Samples of mandatory content include the groups discussed above. Refer to the heading Optional Content (the Personalize: Content Link) in the Personalizing Your Home Page section. The types of Optional Content available are: Service Request Bookmarks and Search for a Solution. Page 13 of 102

14 Working with the Knowledge Base Depending upon your profile, you can use the Knowledge Base to search for solutions related to questions you ask. For example; typing the question, How do I print a list of users? will result in a list of solutions that include information on how to print a list of users. The following will guide you through searching the knowledge base to find solutions and setup notifications on solutions of interest. Tip: There are three other ways of searching the knowledge base without actually going to the search page. You can use Quick Find on any isupport page, the optional Search for a Solution box on the Home page, or the Solve a Problem box on the Service Requests page. Refer to the Quick Find, Search for a Solution or Solve a Problem Search heading in the isupport Search Methods section for instructions, Searching the Knowledge Base 1. In the Support Resources group on the Home page, click the Find a Solution link or click the Support tab located near the top right side of the page. 2. On the Knowledge Base page, perform one of the following: a. Select a Solution Category to narrow the search down to a single product. Continue with step B. b. Type a question or key words in the Search Solutions box. TIP: Use % (percent sign) as a wildcard. Asterisk (*) does not work. 3. Select the drop-down box related to Using to have the search criteria match Any of the words, All of the words, or Exact Phrase. 4. Click the Go button to begin the search. The list of solutions will appear beneath the search filter in the Search Results for Solutions section. 5. Click the Title of a solution to open and view. TIP: When entering search criteria, you can click the Solution Advanced Search button to further define your criteria. Setup Notification When viewing a solution of interest, you have an option to request that an notification be sent to you when the solution is updated. Solutions that appear in the Quick Links group on your isupport home page are automatically setup for notifications. A notification will be sent when a Nuance employee updates the solution. The following describes how to place a solution in the Quick Links group.. 1. Search for a solution in the knowledge base and open it for viewing. 2. Scroll to the top or bottom of the solution and click the Add to Quick Links button. 3. A confirmation message will appear on the page stating, Solution "#####" is added to Quick Links. 4. Click the Home link to return to your Home page. 5. Verify that the solution is listed in the Quick Links section. Remove an Notification The following describes how to remove an notification on a solution. 1. In the Quick Links group on the Home page, click the Solution Number to open the solution. 2. On the right top side of the solution, click the Remove from Quick Links button. 3. A confirmation message appears stating, Solution "#####" is removed from Quick Links. Page 14 of 102

15 4. Click the Home link, to return the isupport Home page. Alternate Method of Removing an Notification If you want to remove a group of solutions from the Quick Links list or if the Remove from Quick Links button does not appear in a solution, you can remove them by using the More link at the bottom of the list. This brings you to a page where you can remove solutions without viewing each of them. Tip: If the More link does not appear at the bottom of the list, reduce the number of rows displayed in the list until it does appear. Refer to the Quick Links heading in the Personalizing Your Home Page section. 1. Click More. The Quick Links page opens. Figure 3 Quick Links Section More Link Figure 4 The Quick Links Page 2. Click the Remove icon to remove the solution from the list. Browsing the Categories When you click a category name, you see a list of the solutions associated to that category. The resulting list is sorted by the Date column and has the newest solution or the most recently updated solution on the top. Refer to the heading Sorting the Search Result List or Browse List to learn how to change the sort criteria. The View Setting for the Browse List The solutions shown in the Browse list are governed by the View setting. The View setting works in conjunction with the Last Updated date. By default, the Browse list contains all of the solutions that have been published or updated. The time frame can be changed by selecting a different value from the View drop-down list. Page 15 of 102

16 Figure 5 View Setting 1. Select a value from the drop-down list. 2. Click Go. The Browse list is updated. Narrowing Your Search by Browsing First By selecting a category first, you can limit your search to only the solutions within that category and its sub categories. So, if you only wanted to search for solutions that apply to the EXText category, select EXText first before entering your criteria. Tip: If you want to search in multiple categories, you can use the Solution Advanced Search feature. Sorting the Search Result List or Browse List By default, the search result list is sorted by Score and the Browse list is sorted by Date. Both lists can be sorted by any of the columns available. The currently selected sort column is indicated by either the Up or Down arrow icon appearing next to the column name. To choose which column to sort by, click the column name link. To change the sort order of a column, click the arrow icon. The Down Arrow indicates that the list is sorted in descending order, i.e. with the newest date on top, the highest number on top, or in reverse alphabetical order. The Up Arrow indicates that the list is sorted in ascending order, i.e. with the oldest date on top, the lowest number on top, or in alphabetical order. The next figure shows the columns sorted in descending order by the Last Updated column. Note the position of the Down Arrow icon. Figure 6 Sort Order Setting the Number of Rows Displayed You can set the number of rows that are displayed in the result list or browse list. By default 15 rows are displayed. Refer to the Table Display heading in the Working with Your Profile section. Solution Advanced Search Feature Under Construction. Page 16 of 102

17 Top Solutions There are two types of top solutions: Frequently Used and Recommended. You can view both types of solutions by clicking the Frequently Used Solutions link in the How can we Help you section of the home page or by clicking the Support tab, and then clicking Top Solutions in the bar. Both methods get you to the Top Solutions page. Figure 7 The Top Solutions Page You can set the number of rows that are displayed in both lists. By default 15 rows are displayed. Refer to the Table Display heading in the Working with Your Profile section. Frequently Used Solutions The Frequently Used Solutions list is system generated and is based upon input from people using the knowledge base. At the bottom of each solution is a survey question asking: Is this solution useful in resolving your question or problem? Answering yes to this question increases the used count for the solution and adds it to the list. The solution s position in the list is dependent upon the number of times that the yes button is clicked. By default, all rated solutions are displayed in the list. You can choose the time frame to view by selecting from the View Solutions Used drop-down list. The list will automatically update when you make a selection. Recommended Solutions Recommended solutions are selected by the knowledge base administrator. They contain timely information or information that may have special interest to you. Page 17 of 102

18 Working with Service Requests If you are unable to find an answer in the knowledge base, you can submit a question to the support team. You can view service requests submitted using isupport as well as calls placed to Support. The following describes the steps to view a request, update a request, and submit a service request. Viewing a Service Request 1. In the Service Requests group on the isupport Home page, click the Request Number for the service request you wish to view. Tip: By default, your most recent Service Requests are displayed on your home page. You can see more requests by clicking the More link at the bottom of the list. Refer to the heading Finding a Service Request for additional information on searching for Service Requests and about personalizing what you see in the Service Requests group. Tip: Another method to get to your service request is using the Support tab. Click the Service Requests link in the tab bar to display a list of service requests. You can also search for a request from this page. 2. The service request opens with the Overview information displayed, scroll down the page to see Customer, General, Product, and Progress information. 3. Click the Contact link to view to the Contact Information. This area shows information on who submitted the service request and their contact information. Also, if other contacts were added, they appear as well. Tip: Refer to the heading Understanding and Finding Information on the Service Request to see what is included in the service request information and where to find it. 4. Click Home to return to the Home page. Updating a Service Request You can update any open service request, whether you opened it through isupport or if you called Support. The exceptions to this are if an agent is working on the request and has not saved the changes, the request has a status of Solved, or the request has a status of Closed/Costed. If the service request type is set to On Site Repair, it means that a service representative is going to visit your site to work the issue. If an agent is working on your request and has unsaved changes and you try to update the request, you get the following error message after clicking the Update button. Figure 8 Error Message When Trying to Update a Service Request This message indicates that your changes have not been saved or sent to the agent. You can either call Support to speak to the agent working on your request or you can wait until they save the changes that they have made. You receive an notification when the agent saves the changes. The ability to update a service request is also dependent upon the status. Certain statuses prevent you from updating the request, refer to the heading Definition of Service Request Statuses for a list. The following is an example of the error message that is displayed if you are not able to update a request due to status: Page 18 of 102

19 1. View the service request. 2. Scroll to the Add a Note section. Figure 9 Error Message when Status Prevents SR Update 3. Enter any additional information that you want to send to the service representative in the Note field. 4. Click Update. A confirmation message, Service Request has been updated successfully, is displayed and the status is changed to Updated by Customer. Submitting a Service Request Please refer to the Submitting a Depot Service Request instructions, in the next section, if you intend to open a Depot Service Request. Submitting a Service Request for Dragon Medical Users is different; refer to Creating a Service Request in Addendum C. Perform the following steps to create and submit a service request to Support. Some steps and fields may not appear because they can vary depending upon the service request type. 1. In the How can we Help you group on the isupport Home page, click the Create Service Request link. Tip: A Create a Service Request button appears on many pages in isupport, including on knowledge base solutions. You can create a service request by clicking the button any time that it appears. 2. Click the link specific to the Service Request Type. The Identify Problem page displays. Tip: By selecting the proper type, your request will go to the proper support team queue rather than to a general queue. This ensures that your request will be handled in a timely manner. 3. Your contact information is populated under the Primary Contact group. If the Add Contacts button is present, you can add additional contacts to this request by clicking the Add Contacts button. Refer to the Adding Contacts to a Service Request heading. Tip: If you have multiple contact points, you can change the contact point for this request by choosing another point from the Contact By drop-down list. Tip: If present, the Account Number field should default to your account number. There is only one selection in the list, so you can leave the default. If your Account Number field shows as <Select One>, and there are no other values in the list, there is a problem with the set-up of your account. Contact your local administrator or the Nuance isupport Administrator for assistance. 4. Select your local Time Zone. This will show your local time to the agent that is working your request. You can leave the default, Eastern Time, if you wish. Tip: You can have this default to your local time zone by setting it in the Display Preferences section under the Profile link. 5. If present, your organization address is pre-populated into the Product Location Address group. You can modify this information or set-up your account to pre-populate the group with your contact address. Refer to the Selecting a Product Location Address heading for more details. Tip: You can have this default to your contact address by setting it in the Addresses section under the Profile link. Tip: Do not type in your address if you can select it from the list of values. Creating a One-Time Address, by typing it in, when it appears in the list bypasses some system automation, which may delay service on your product. Page 19 of 102

20 Tip: A way to pre-populate the address and serial number information fields is to start the request from the install base. Refer to Creating a Service Request from the Installed Base in the Working with the Information Under the Account Tab section. 6. If present, you can use the Identify Product group to enter the Serial Number of the product that you need help with. Use either the Serial Number field to enter or search for the serial number or select the serial number and description from the Serial Number Description field. Tip: The Serial Number field is not a free text field. If you enter a value in the field, it must match a value in the list of values (LOV) for that field. For this reason, it may be easier to use the Serial Number Description field. To learn how to search the LOV for the Serial Number field, refer to the heading Searching in a List of Values (Flashlight Icon) under isupport Search Methods. Note: Customers who do not have a serial number, such as Dragon Medical customers, should leave the Serial Number field blank. Customers who do not have entries in the Installed Base and try to enter a value in the Serial Number field will receive an error message. Figure 10 Error Message for an Invalid Entry in the Serial Number Field 7. Type your question or issue in the Problem Summary field. This is a required field. Tip: The Problem Summary field is limited to 80 characters Use the Problem Details field to add additional information. Tip: For some service request types information in the Problem Summary field is used to search the knowledge base on the next page. For this reason, you should enter any specific error message or code at the beginning of this field before entering a concise description of your question or problem. 8. Additional information about your request can be entered in the Problem Details field. You can also attach a file with more details, screen shots or log files (see the next step). 9. In the Attachments section, click the Add Attachment button if you would like to add a file to this request. Refer to the Adding Attachments to a Service Request heading. 10. Click the Next button. 11. Search results showing possible solutions are displayed. 12. Select a solution to review and/or click the Next button to continue. 13. The Review page is presented, review the information and then click the Submit button. Tip: If you need to change any of the information, use the Previous button to move back to the page that needs correcting. Do not use the browser Back button as this will cause errors and result in lost information. 14. A confirmation page shows 15. An notification is sent to you confirming that the Service Request was created. Submitting a Depot Service Request A Depot Service Request (not available to all user profiles) is similar to the other requests, but it has additional fields to help identify additional products and information. You can use one request to return multiple units. 1. From the isupport Home page, click the Create Service Request link. 2. Click the Depot link. The Identify Problem page displays. 3. The Primary Contact section should be populated, if you would like to add additional contacts, click the Add Contacts button and select an additional contact. Refer to the Adding Contacts to a Service Request heading. Page 20 of 102

21 Tip: If you have multiple contact points, you can change the contact point for this request by choosing another point from the Contact By drop-down list. Tip: The Account Number field should default to your account number. There is only one selection in the list, so you can leave the default. If your Account Number field shows as <Select One>, and there are no other values in the list, there is a problem with the set-up of your account. Contact your local administrator or the Nuance isupport Administrator for assistance. 4. Select your local Time Zone. This will show your local time to the agent that is working your request. You can leave the default, Eastern Time, if you wish. Tip: You can have this default to your local time zone by setting it in the Display Preferences section under the Profile link. 5. Your organization address is pre-populated into the Product Location Address group. You can modify this information or set-up your account to pre-populate the group with your contact address. Refer to the Selecting a Product Location Address heading for more details. Tip: You can have this default to your contact address by setting it in the Addresses section under the Profile link. Tip: Do not type in your address if you can select it from the list of values. Creating a One-Time Address, by typing it in, when it appears in the list bypasses some system automation, which may delay service on your product. Tip: A way to pre-populate the address and serial number information fields is to start the request from the install base. Refer to Creating a Service Request from the Installed Base in the Working with the Information Under the Account Tab section. 6. You can use the Identify Product group to enter the Serial Number for the product that you are sending to the Depot Repair Center. Use either the Serial Number field to enter or search for the serial number or select the serial number and description from the Serial Number Description field. Tip: The Serial Number field is not a free text field. If you enter a value in the field, it must match a value in the list of values (LOV) for that field. For this reason, it may be easier to use the Serial Number Description field. To learn how to search the LOV for the Serial Number field, refer to the heading Searching in a List of Values (Flashlight Icon) under isupport Search Methods. Tip: If you are returning more than one product on this request, enter additional serial numbers on the next page in the field provided. 7. Type a brief summary of the problem for the product identified in step 6 in the Problem Summary box. This is a required field. Tip: The Problem Summary field is limited to 80 characters Use the Additional Comments field on the next page to add additional information. 8. In the Attachments section, click the Add Attachment button if you would like to add a file to this request. Refer to the Adding Attachments to a Service Request. 9. Click the Next button. The Problem Details page displays. 10. In the Problem Details section, you can add additional serial numbers; add a description of the product, if you don t know the serial number; or add any additional comments that will help the technician. 11. Select a Payment Method from the drop-down list. This is a required field. 12. Enter your telephone number in the Enter Contact Phone Number field. This is a required field. 13. Click Next to continue. 14. The Review page is presented, review the information and then click the Submit button. Tip: If you need to change any of the information, use the Previous button to move back to the page that needs correcting. Do not use the browser Back button as this will cause errors and result in lost information. Page 21 of 102

22 15. A confirmation page shows 16. An notification is sent to you confirming that the Service Request was created. Adding Contacts to a Service Request By default, the person who creates a Service Request is added as the primary contact for that Service Request. You may have the ability to add additional contacts for a Service Request so that they will be notified of changes to the Request. The following procedure explains adding a contact. Tip: Some user types do not allow you to add contacts. In this case, the Add Contacts button is not present. Tip: When you click the Flashlight icon to add a contact, you see a list of contacts that are in our system. If a contact is not in the list, you cannot add them to the service request. You can add a name to the list by having them register as an isupport user. In order to add a name without registering or to remove a name from the list, you must contact your support team. Tip: If your administrator inactivates or end dates an isupport user, their name still appears in the list when you click the Flashlight icon. The only way to remove their name from the list is to contact your support team and ask them to inactivate the contact. Tip: If you want to be a contact for every service request opened for your company or organization, you need to contact Support or Request Management. Ask them to set the Contact Flag associated with your name. This means that you will get an every time that the status changes or a note is added on any service request for your organization. If you are receiving these s now, and no longer want to get them, contact your support team and ask them to clear your Contact Flag. You will still receive notifications of any status changes to service requests where you are a contact. 1. Click the Add Contacts button. 2. Click the Flashlight icon next to a blank field in the Contact column. Tip: Refer to the heading Searching in a List of Values (Flashlight Icon) under isupport Search Methods for information on how to search whenever you see a Flashlight icon. 3. Select the radio button next to the contact name that you want to add. 4. Click Select. The contact name is added to the Contact field. 5. Click the Flashlight icon next to the blank field in the Contact By column. 6. Select the radio button next to the contact point that you want to add. 7. Click Select. The contact point is added to the Contact By field. 8. You can add additional contacts by repeating steps 2 through 7. Tip: If you need to have more than three contacts, Click the Add Row button to add as many blanks rows as you need. Rows are added one at a time. Tip: You can remove contacts by clicking the Trash Can icon in the Remove column. Tip: You can change the primary contact by selecting the radio button in the Primary row. You can only have one primary contact per Service Request. 9. When you have added all of the additional contacts that you want, click the Apply button. Tip: Adding a contact to a service request after it has been submitted is basically the same. Some of the pages appear differently. While viewing the service request details, click the Contacts tab to view the contacts and to add or remove contacts. Once you have made your changes, click the Update button to save them. Page 22 of 102

23 If you try to add a contact and receive the following error: (CS_ServiceRequest_UTIL.Validate_Org_Relationship): The value "xxxxxxxx" for field p_party_id is invalid. after you click Update, it indicates that one of the contacts listed on the request has been inactivated. Contact the help desk to add the contact for you. Figure 11 Error Message for an Inactivated Contact on a Service Request Selecting a Product Location Address On some service request types a Product Location Address is required. A change has been made to isupport to pre-populate these fields with your organization address, when required. You can select another address, enter a One-Time address or override your organization address with your contact address. Tip: You can pre-populate these fields by adding your contact address. Refer to the Addresses heading in the Working with Your Profile section. To select an address, use the following procedure: 1. Click the Select Address button. 2. A list of addresses for your company is displayed. If there are a lot of addresses for your site, you can browse the list using the Next and Previous links or you can search the list using the fields at the top of the page. Click Go to initiate the search. Tip: You cannot permanently add or remove an address to the list. If you want an address added or removed, contact Service Support at Select the radio button in the Select column next to the address that you want to add to the service request. 4. Click Select. The address is added as the Product Location Address. One-Time Address If the address does not appear in the list, you can type in an address in the fields provided. If you type in an address, it becomes what is called a one-time address, meaning that it will only be associated with this particular Service Request. Tip: Do not type in your address if you can select it from the list of values (the Select Address button). Creating a one-time address when it appears in the list bypasses some system automation, which may delay service on your product. Adding Attachments to a Service Request There are times when you need to send files or screen shots to Support. You do this by attaching them to the service request. You can attach multiple files to a request. Note: Do not attach anything that contains PHI. 1. Click Add Attachment. A new Add Attachment window opens. Page 23 of 102

24 Figure 12 Add Attachment Window 2. Click Browse. Tip: The maximum attachment file size is 5 MB. You can attach multiple files to one service request. If you exceed the file size, you get the following error message. Figure 13 File Size Error 3. Browse to the directory where the file to attach is located. Select the file and click Open. The full path and file name will appear in the Attachment field. 4. Enter a description of this file in the Description Field. 5. Click Attach. The Add Attachment window closes and the file and description appear in the Attachments section. Tip: If the file is large it may appear that nothing is happening after you click Attach. The file is uploading during this time. The only way to see the hour glass that indicates activity is to move the cursor over the window title bar. If the file is too large, the file size error message will appear after an attempt is made to upload the file. 6. Continue creating or updating the service request. Saving a Service Request as a Template Each time that you submit a new service request, you have the option of saving the service request as a template. What this means is that you could save time the next time that you have to submit a request by having some information already populated in the request when you open the template. The information that is saved is: The Request Type (Dragon Medical, DESS, Depot, etc.) The Contact information The Product information (Serial Number, Description, etc.) Tip: Some user types do not allow you to create templates. In this case, the Save As Template button is not present. Tip: If most of your calls are for one product, you can create a template for that product. Tip: You can create a template without first creating a service request. Refer to the heading Managing Service Request Templates. 1. From the service request confirmation page, click the Save As Template button. 2. Enter a Template Name. This is a required field. Page 24 of 102

25 3. Review the information that was imported from the service request and make any desired changes. 4. If you want this to be the default template (the template that is displayed in the template list of values dropdown menu), select the Default Service Request Template check box. 5. Click the Save button. Creating a Service Request from a Template You can start a new service request from a template that contains information that you have previously entered and saved. 1. On the Create Service Request page, scroll to the bottom where the Use a Saved Service Request Template section appears. 2. Select a template name from the Template drop-down list. 3. Click Go. The request will open with the saved information. 4. Enter the required information in the request that is not provided by the template. Complete the request in the same manner as though you started the request from the beginning. Managing Service Request Templates A service request template is a way for you to save time when entering a new request. Rather than having to enter the same information for each request, you can create a template that starts the request for you and pre-populates the information that you have saved. The information that is saved is: The Request Type (Dragon Medical, DESS, Depot, etc.) The Contact information The Product information (Serial Number, Description, etc.) Tip: Some user types do not allow you to create templates. In this case, the Manage Templates button is not present. Tip: If most of your calls are for one product, you can create a template for that product. Templates are managed from the Manage Templates page. You can create, edit, and remove templates. Accessing the Manage Template Page 1. From the Home page, click the Support tab. 2. Click Service Requests in the tab bar. 3. Click Manage Templates. Creating a Template Creating a template is just like submitting a service request. 1. Access the Manage Template page. 2. Click Create Template. 3. Select a Service Request Type. Page 25 of 102

26 4. Enter a Template Name. This is a required field. 5. If you want this to be the default template (the template that is displayed in the template list of values dropdown menu), select the Default Service Request Template check box. 6. Your Primary Contact information is pre-populated. 7. To add additional contacts, click Add Contacts. Refer to Adding Contacts to a Service Request for information. 8. Identify the product using the Serial Number or the Serial Number Description field. 9. You must select an Urgency setting. This is not being used at this time, but it is a required field. We suggest that you select Medium. 10. Click the Save button. Editing a Template 1. Access the Manage Template page. 2. Click the Pencil icon next to the template name that you want to edit. 3. Make your changes and click Update. Tip: Depending upon what you edit, the Default Service Request Template check box may get cleared. Before you update the template, verify that the box is selected if this is your default template. Making a Copy of a Template 1. Access the Manage Template page. 2. Click the Pencil icon next to the template name that you want to copy. 3. Make any changes that you want in the new template. 4. In the Template Name field in the Save As a Copy section at the bottom, enter a new name for the copy. 5. Click Save As. Tip: You can make the new template the default by selecting the Make it Default Service Request Template checkbox before clicking Save As. Deleting a Template You can delete or remove any outdated templates by clicking the Trash Can icon in the Remove column. Closing a Service Request After you have submitted a Service Request, either on-line or by calling Support, you may find a solution and want to close the request. You may do this as long as the status is not Solved, Closed/Costed, or Cancelled. Tip: The Close Request button is not provided on some Service Request types. For example: Depot. If the Close Request button is not visible, the Service Request cannot be closed through isupport. 1. View the Service Request 2. Click Close Request. A Close Request page opens with a field to enter Additional Information. Page 26 of 102

27 Tip: If you are not able to close the request due to the status, the following is an example of the error message that will appear: 3. Enter the reason that you want to close the request or what you did to resolve the issue in the Additional Information field, and then click Close Request. Tip: You will either see a confirmation message and the status changed to Solved or you will see an error message indicating that you cannot close the request. Generally, the reason that you cannot close the request is because the Agent has opened a Task to track their time and any actions that they have done on the request. In this case, the information that you entered is added to the request as a note. You should Update the request again with another note asking the agent to close the request for you and reference your previous note for the reason. or Figure 14 Error Messages that Indicate You Cannot Close a Service Request Finding a Service Request There are four methods of finding service requests: in the Service Request list on your Home page, using Quick Find, in the list on the Service Requests page under the Support tab, and by using the Search Service Requests button on the Service Requests page under the Support tab. Home Page Service Request List The Home Page Service Request List gives you quick access to the service requests of your choice. By default, it is set to display your most recent service request at the top of the list. It is sorted, in descending order, by the Request Number. The fields displayed in the list are: Request Number, Problem Summary, Request Type, Status, Reported On, and Last Updated On. Ten rows of service requests are displayed. A More link appears at the bottom of the list if you have more than ten service requests in the system. You can choose the layout of the list, what information is displayed in the list, how the information is sorted, and how many rows are displayed by clicking the Edit link in the Service Requests bar. Figure 15 Service Requests Bar Tip: The default settings for the Home Page Service Request List and the Service Requests Page List are the same except for the number of rows displayed. The Service Requests Page List displays 15 rows rather than ten. It is possible to have different settings for these pages by editing or personalizing the lists. Page 27 of 102

28 Editing the Home Page Service Requests List When you click the Edit link you are going to create a view for the list. Initially when you do this, the view will affect the setting of the Service Requests Page List as well. You can set up multiple views to make the two lists independent of each other. 1. Click Edit. 2. Click Create View. 3. Enter a View Name. 4. If you want this to be the default view for both the Home Page Service Requests List and the Service Requests Page List, select the Default Service Request View checkbox. To understand more about selecting the default view for the two lists, refer to the heading Understanding the Default Service Request View Checkbox. 5. Enter the number of Rows Per Page. Default is Enter any Filter Criteria that you wish. You can filter by Request Number, Reported On, Last Updated On, Request Type, Status, Contact, or product (using the Serial Number field or the Select Serial Num. Description field) Note: You can select from the Account Number list and the Urgency list, however it is recommended that you leave these set to All. Depending upon your profile, you only have one account number and the Urgency selection is not used. Filter by Contact On 2/17/2012 a new filter criteria, Contact, was added to some isupport user profiles that have the ability to view the service requests of others in their organization. This allows you to filter the list of service requests by one or more contact names. For example, if you wanted a list of the requests for Donna Tucker, Bob Tegic User, and/or Test 1 User, you would select those 3 names from the list as shown: The Contact list shows all of the contacts associated with your organization. There are three possible flags next to the name in the list: Active, which means the name can be added as a contact to a request; Inactive, which means the name cannot be added to a request; and isupport User, which means the name is associated with an isupport user name and can be added as a contact to a request. Tip: If someone leaves your organization, you should ask a help desk agent to inactivate their name. You can do this via the telephone or add it to a service request. 7. Enter your Display Options. The fields shown in the Selected Options box are the ones that are currently displayed. You can add to them from the fields shown in the Available Options box using the arrow icons between the boxes. Select the field that you want to move, and then click the Move icon. You can add all of the fields in the Available Options box at once by clicking the Move All icon. Likewise, you can remove fields from the Selected Options box by selecting them and clicking the Remove icon. The Remove All icon removes all of the fields at once. Note: Address, City, and State have been added to the display choices. 2/5/10 Contact has been added to the display choices. 8. Once you have chosen which fields to display, you can change the order of the fields in the Selected Options box. Select the field that you want to reposition and use the up or down arrow icons. The icons with the bars above or below the arrows move the field all the way to the top or all the way to the bottom. Page 28 of 102

29 Figure 16 Display Option Boxes 9. Next, you can set the Sort Options. You can select up to three fields to sort by and you can select either ascending or descending order for each field. Note: Address, City, and State have been added to the sort choices. 2/5/10 Contact has been added to the sort choices. 10. Click Save. Figure 17 Sort Options 11. Click Save Selection to apply the view that is shown in the Views drop-down list. Tip: To create another view, click the Create View button. Figure 18 Service Requests Bar after Creating a View Tip: You can edit an existing view by selecting the name from the Views drop-down list, and then click Edit View. After you have made changes to the view, click Update to save your changes. Searching for a Service Request using Quick Find Refer to the Quick Find heading in the isupport Search Methods section. Page 29 of 102

30 Service Requests Page List The Service Request List on the Service Requests page gives you access to the service requests of your choice. By default, it is sorted, in descending order, by the Request Number. The fields displayed in the list are: Request Number, Problem Summary, Request Type, Status, Reported On, and Last Updated On. Fifteen rows of service requests are displayed. A Next link appears at the top and bottom of the list if you have more than 15 service requests in the system. You can choose the layout of the list, what information is displayed in the list, how the information is sorted, and how many rows are displayed by clicking the Personalize button. If you have already created and saved different views, you can change view by selecting a name from the View drop-down list, and then click Go. Figure 19 Service Requests page Tip: The default settings for the Home Page Service Request List and the Service Requests Page List are the same except for the number of rows displayed. The Service Requests Page List displays 15 rows rather than ten. It is possible to have different settings for these pages by editing or personalizing the lists. Editing Service Requests Page List When you click the Personalize link you are going to create a view for the list. When you do this, the view will not affect the setting of the Home Page Service Requests List. 1. Go to the Service Requests page. (Click the Support tab followed by the Service Requests link in the tab bar.) 2. Click Personalize. 3. Click Create View. 4. Enter a View Name. 5. If you want this to be the default view for the Service Requests Page List, select the Default Service Request View checkbox. To understand more about selecting the default view for the two lists, refer to the heading Understanding the Default Service Request View Checkbox. 6. Enter the number of Rows Per Page. Default is Enter any Filter Criteria that you wish. You can filter by Request Number, Reported On, Last Updated On, Request Type, Status, Contact, or product (using the Serial Number field or the Select Serial Num. Description field) Note: You can select from the Account Number list and the Urgency list, however it is recommended that you leave these set to All. Depending upon your profile, you only have one account number and the Urgency selection is not used. Filter by Contact On 2/17/2012 a new filter criteria, Contact, was added to some isupport user profiles that have the ability to view the service requests of others in their organization. This allows you to filter the list of service requests by one or more contact names. For example, if you wanted a list of the requests for Donna Tucker, Bob Tegic User, and/or Test 1 User, you would select those 3 names from the list as shown: Page 30 of 102

31 The Contact list shows all of the contacts associated with your organization. There are three possible flags next to the name in the list: Active, which means the name can be added as a contact to a request; Inactive, which means the name cannot be added to a request; and isupport User, which means the name is associated with an isupport user name and can be added as a contact to a request. Tip: If someone leaves your organization, you should ask a help desk agent to inactivate their name. You can do this via the telephone or add it to a service request. 8. Enter your Display Options. The fields shown in the Selected Options box are the ones that are currently displayed. You can add to them from the fields shown in the Available Options box using the arrow icons between the boxes. Select the field that you want to move, and then click the Move icon. You can add all of the fields in the Available Options box at once by clicking the Move All icon. Likewise, you can remove fields from the Selected Options box by selecting them and clicking the Remove icon. The Remove All icon removes all of the fields at once. Note: Address, City, and State have been added to the display choices. 2/5/10 Contact has been added to the display choices. 9. Once you have chosen which fields to display, you can change the order of the fields in the Selected Options box. Select the field that you want to reposition and use the up or down arrow icons. The icons with the bars above or below the arrows move the field all the way to the top or all the way to the bottom. Figure 20 Display Option Boxes 10. Next, you can set the Sort Options. You can select up to three fields to sort by and you can select either ascending or descending order for each field. Note: Address, City, and State have been added to the sort choices. 2/5/10 Contact has been added to the sort choices. Page 31 of 102

32 Figure 21 Sort Options 11. Click Save or Save and Search to apply the view immediately. Tip: To create another view, click the Create View button. Tip: You can edit an existing view by selecting the name from the Views drop-down list, and then click Edit View. After you have made changes to the view, click Update to save your changes. Understanding the Default Service Request View Checkbox The Service Requests View that is visible on the Home page is determined by the view that is selected on the Edit Service Requests Content page. Figure 22 Edit Service Requests Content page To change the view, select the view name from the Views drop-down list and click Save Selection. The Service Requests View that is visible on the Service Requests page is determined by the Default Service Request View checkbox in a saved view. You can determine which saved view has the Default Service Request View checkbox selected by going to the Personalize Service Request Views page. Look for Yes in the Default column. Figure 23 Personalize Service Request Views page To change which view is set as default, edit the view that you want to become the default, select the checkbox, and then click Update. Page 32 of 102

33 Tip: If you do not select a default view by checking the box, the first view in the list is what is used to display the Service Requests List on the Service Requests page. Tip: Selecting the Default Service Request View checkbox when creating or editing a view from the Personalize Service Request View page does not affect the setting that you saved for the Home page from the Edit Service Requests Content page. Tip: Selecting the Default Service Request View checkbox when creating or editing a view from the Edit Service Requests Content page does affect the setting for the list on the Service Requests page. Tip: If you only have one saved view, it is the default view for both lists. Tip: In order to return to the system default pages, you must delete all of your saved views from the Personalize Service Request Views page. Note: deleting all of your saved views may cause your Home page service request list to be blank. To fix this, create a view called My Home Page Default with the settings shown below: Figure 24 Setting-up Home Page Defaults Searching for a Service Request You can search for service requests by filtering on the Request Number, a date range for the Reported On date and/or Last Updated On date, the Request Type, the Status, the Serial Number, or the Serial Number and Description. You can combine any or all of the filter criteria. You can select how to display the resulting list, just like you do when you create a view. However, when you search, your settings are not saved. Searching is like creating a one-time view. Views can be used as reusable searches in that they can be saved and selected at any time. 1. From the Service Requests page, click the Search Service Requests button. Page 33 of 102

34 2. Enter any Filter Criteria that you wish. You can filter by Request Number, Reported On, Last Updated On, Request Type, Status, or product (using the Serial Number field or the Select Serial Num. Description field) Tip: You can filter by the Account Number list and the Urgency list, however it is recommended that you leave these set to All. You only have one account number and the Urgency selection is not used. Filter by Contact On 2/17/2012 a new filter criteria, Contact, was added to some isupport user profiles that have the ability to view the service requests of others in their organization. This allows you to filter the list of service requests by one or more contact names. For example, if you wanted a list of the requests for Donna Tucker, Bob Tegic User, and/or Test 1 User, you would select those 3 names from the list as shown: The Contact list shows all of the contacts associated with your organization. There are three possible flags next to the name in the list: Active, which means the name can be added as a contact to a request; Inactive, which means the name cannot be added to a request; and isupport User, which means the name is associated with an isupport user name and can be added as a contact to a request. Tip: If someone leaves your organization, you should ask a help desk agent to inactivate their name. You can do this via the telephone or add it to a service request. 3. Enter your Display Options. The fields shown in the Selected Options box are the ones that are currently displayed. You can add to them from the fields shown in the Available Options box using the arrow icons between the boxes. Select the field that you want to move, and then click the Move icon. You can add all of the fields in the Available Options box at once by clicking the Move All icon. Likewise, you can remove fields from the Selected Options box by selecting them and clicking the Remove icon. The Remove All icon removes all of the fields at once. Note: Address, City, and State have been added to the display choices. 2/5/10 Contact has been added to the display choices. 4. Once you have chosen which fields to display, you can change the order of the fields in the Selected Options box. Select the field that you want to reposition and use the up or down arrow icons. The icons with the bars above or below the arrows move the field all the way to the top or all the way to the bottom. Figure 25 Display Options Boxes Page 34 of 102

35 5. Next, you can set the Sort Options. You can select up to three fields to sort by and you can select either ascending or descending order for each field. Note: Address, City, and State have been added to the sort choices. 2/5/10 Contact has been added to the sort choices. 6. Click Search. Figure 26 Sort Options Printing the Details of a Service Request To print a service request you use the browser Print function. In order to print all of the information shown on the request, it must be printed in the landscape mode. This can be set either by changing the Page Setup in the browser (found under the File menu) or by changing the printer setting from the Print window. Another alternative is to the request to yourself using the to Me button. ing a Service Request You can the details of a service request to yourself when you are viewing it or from the confirmation page after you have created a new one. Simply click the to Me button. This does not send an to any of the contacts listed on the service request. Tip: This is an alternative way of printing the details of a service request. By default, a service request is too wide to print in the portrait mode. It must be printed in landscape mode or ed, and then printed. Page 35 of 102

36 Understanding and Finding Information on the Service Request The following figure shows the major areas of a typical Service Request detail view. Following the figure is information explaining each of the fields that are shown in the detail. The actual information shown is dependent upon your user type. Header Attachments Customer Information General Information Product Information Solutions Progress Figure 27 Service Request Details as Viewed through isupport Page 36 of 102

37 Header Section The header section contains information about the Service Request. Field Request Number Problem Summary Assigned Service Representative Status Description This is a system generated number used to identify and track this specific request. This is the summary of the issue entered by the service representative, if you called Technical Support, or by you, if you submitted the request through isupport. This is the name of the service representative that is assigned to work on this service request. This is probably the person that you spoke with or that you are communicating with through isupport. If the field is blank, the request has not yet been assigned to a specific agent. This is the current status of the service request. Refer to the heading Definition of Service Request Statuses to understand what each status means. Customer Information Section This section contains information about you, the customer, and one field has information about the Service Request. Field Customer Account Number Contact Help Desk Number Description This field shows your party name as it appears in our system. This field shows your account number and the name associated with that account. This field shows the primary contact, or the person who initiated this request. A service request can have multiple contacts. Only the primary contact is shown in this view. Additional contacts, their information, and the primary contact information are shown under the Contacts tab. The field is populated in three instances. The first is if this service request was converted from our legacy (BaaN) system. In this case, this is the service request number (BaaN ticket number) from the old system. The second time that this field is populated is when the service request is assigned to a Third Party Service Provider, such as Getronics. In this case, this is their tracking number from their system. The last instance is if the call was logged while our main system was down and the call was tracked manually. Once the system came back up, the call was entered into the main system and a new request number was assigned. In this case the help desk number will start with a B and is referred to as a Manual Ticket Number. General Information Section This area contains general information about the service request. Field Resolution Summary Request Type Reported On Last Updated On Description This is an optional field for the Agent. If they enter a summary of what they did to resolve the issue, it will appear here. Otherwise, detailed information of the resolution will appear in the Progress section. The type of request is used to route the service request to the appropriate support team. Therefore, the request type matches the product type. For example, a request type of EXText indicates that the request needs to be handled by the Enterprise Express Text support team. This is the date and time that the service request was opened, either by the Technical Support agent or through isupport. This indicates the date and time of the last change to the service request. Page 37 of 102

38 Field Closed Date Description This is the date and time that the service request was Solved by Technical Support. Note: This field is only populated when a service request is Solved. It is not populated for service requests that have a status of Closed/Costed. To see when the work was completed for requests with this status, look in the Progress section for the date that the status was changed to Completed. Product Information Section This area contains information about the product that is covered by this service request. Field Model Number Product Description Version Serial Number Description This is the Model (Item) Number of your product. This is the description of your product from your install base. It may or may not include the actual model number (item number). Version is the revision number of the product, and is not used. It will generally show as 000. This is the serial number of your product. Attachments Section Any attachments that are added to the service request will appear in this section. Attachments can be added by you through isupport or by service representatives. You can view or download attachments. You can remove attachments that you have added. Solutions Section Service representatives can attach knowledge base solutions to service requests for your review. They will appear in this section. You can view them by clicking one of the links. When the service representative attached the solution, they provided a rating as to how useful they think the solution is to you. The ratings are: Useful, Possibly Useful, and Not Useful. You can change the rating in order to give feedback to the representative about the solution.. Progress Section When you receive an that indicates that a service request has been updated, you should check the Progress section to find out what has transpired. This section serves as a log to track all of the status changes to the service request. Also appearing in this section are any notes that are added to the request, either by the service representative or by you. The date and time as well as the person making the change are logged. This section is where you will find all of the communication that takes place between you and the agent through isupport. By default the progress section is expanded, that is all details are shown, and is sorted by date with the most recent entry at the top. You can Collapse the data to show only one line for each entry. You can also reverse the sort order and show the earliest entry on top. The following figures show examples of Expanded and Collapsed data and normal sort versus reverse sort. Page 38 of 102

39 The following shows the data expanded and sorted normally. (The default.) The following shows the same data collapsed and sorted normally. Figure 28 Progress Section Sorted Normally Page 39 of 102

40 The following shows the same data expanded and sorted in reverse order. The following shows the same data collapsed and sorted in reverse order. Figure 29 Progress Section Sorted in Reverse Order Page 40 of 102

41 Expanding and Collapsing the Progress Section Use the Expand and Collapse links to expand or collapse the data shown. Sorting the Progress Section The Arrow icon next to the Date label is used to change the sort of the data. By default the data is sorted with the most recent date at the top of the list. This is indicated by the Up arrow. When you click the icon, the arrow changes to a Down arrow to indicate a descending sort or that you have the earliest date at the top going down to the latest date at the bottom. Tip: The descending sort shows the order in which the events occurred. Page 41 of 102

42 Definition of Service Request Statuses The following table is a list of possible Service Request statuses and their meaning. Note that there are other statuses, but they are not used or pertain to other non-healthcare products. Status Advanced Replacement Assigned Assigned to Development Assigned to TPM Partner Cancelled Case Monitoring or Monitoring Closed/Costed Closure Pending Completed Follow-up Requested Getronics Adv Rplc Getronics Cancel SR In Process Open Definition This indicates that an advanced replacement will be sent for a Depot repair item. The service request is assigned to a support team or an individual representative. The service request has been assigned to a developer for escalation. Obsolete no longer used as of 9/1/2008 This was used for on-site service requests. The service request has been cancelled by the person that requested it or by a service representative. The progress of the service request is being monitored by a support manager. The request has been closed. No more action can take place on this request. This is used on Depot and on-site type requests. Obsolete no longer used as of 8/1/2013. The agent has tried to contact the customer and has been unsuccessful (see Follow-up Requested). If the agent doesn t hear from the customer for 10 days after setting the status to Closure Pending, the request will be marked Solved. Work on the service request is completed, but the request has not been costed or closed yet. This is used on Depot and on-site type requests Obsolete no longer used as of 8/1/2013. The agent is waiting for information from or an action by the customer. The agent has tried to contact the customer with no success. After 3 unsuccessful attempts, the agent will change the status to Closure Pending. Obsolete no longer used as of 9/1/2008. Obsolete no longer used as of 9/1/2008 The service request has been assigned to an individual and work is being performed to resolve the issue. This is the default status when you first submit a service request through isupport. Update or Close 1 the request No Yes Yes No No Yes No Yes No Yes No No Yes Yes 1 The Depot Service Request type cannot be closed through isupport. You can update the request to advise the Repair Center to close the request. Page 42 of 102

43 Status QA Pending Resolution Pending Sent to TPM Partner Solved Support Assist Updated by Customer Waiting on Customer Definition Obsolete no longer used as of 8/1/2013. The service request has been assigned to QA The service request has been updated by an agent who is now waiting for information from or an action by the customer. Obsolete no longer used as of 9/1/2008 This is used for on-site service requests. The request has been closed. No more action can take place on this request. This is used on Technical Support type requests. Obsolete no longer used as of 8/1/2013. The service request has been assigned to an individual and work is being performed to resolve the issue. The service request has been updated directly by the customer using isupport. The service request has been updated by an agent who is now waiting for information from or an action by the customer. isupport Update or Close 1 the request No Yes No No Yes 2 Yes Yes 2 A request with a status of Support Assist can be updated, but it cannot be closed through isupport. You can update the request to advise the Agent to close the request. Page 43 of 102

44 Agent s (Service Representative) View of a Service Request The next figure shows how a service request appears to an agent. This is included so that you have an understanding of what they see and how it differs from your view. In some cases fields are labeled differently for service representatives. This column shows the information for the primary contact. Additional contacts are shown under the Contacts tab. This column shows information about your company. The upper part of the form must be expanded to see your address, etc This column shows information about the product that is the subject of this service request. The upper part of the form must be expanded to see the location address. This column shows information about the service request. The Number, Type, Status, etc. Additional fields are visible when the upper part of the form is expanded. Problem Summary Problem Resolution This area is used to search the knowledge base for solutions and attach them to the service request. Note that only solutions with an External visibility are displayed in isupport. This is the area where all notes and communications between the agent and you show up. Each note or communication shows on a line and must be expanded to be viewed. Figure 30 Agent's View of a Service Request Page 44 of 102

45 Comparison of Field Labels between the isupport and Agent Views The following table lists the field labels that are different in the isupport view compared to the agent view. Only field labels that are different are listed. isupport View Account Number Assigned Service Representative Closed Date Contact Customer Help Desk Number Last Updated On Model Number Preferred Language Product Description Reported On Request Number Request Type Serial Number Version Agent View Account & Account Name Owner Closed On First & Last Name Helpdesk Num Last Modified Item Language Desc Reported Number Type Serial Revision FAQs for Service Requests 1. Q. Where can I find the BaaN ticket number for imported (historical) service requests? A. BaaN ticket numbers are found in the Help Desk Number field. 2. Q. How do I find out when work was completed on my service request? A. Look in the Closed Date field for requests that were Solved by Technical Support and in the Progress section for the word Completed for On-site or Depot requests. 3. Q. Why can I not close a request through isupport? A. If an agent has an open task on a request (because they are still working on a resolution), the request cannot be closed. Update the request with a note to indicate to the agent that the request can be closed and give a reason (The problem has been resolved by performing ). 4. Q. How can I add a contact to get notifications for changes to my service request? A. You can add additional contacts to a specific service request through isupport, however this applies to that request only. Refer to Adding Contacts to a Service Request. You can also make a template that will include that contact. Refer to Saving a Service Request as a Template. What I think you may be asking is for a contact to receive notifications automatically for all service requests from your company. For this, you have to contact Request Management or an agent and ask them to set-up a contact for notifications. 5. Q. How can I print the service request information? The right side gets cut off. A. In order to print all of the information shown on the service request, it must be printed in the landscape mode. This can be done either by changing the Page Setup in the browser (found under Page 45 of 102

46 the File menu) or by changing printer the setting from the Print window. Another alternative is to the request to yourself using the to Me button. 6. Q. How can I view a list of service requests that were opened for one product? A. You can view a list of all service requests opened for one product, such as a server, by using the Service Requests function under the Account tab. Navigate to or search for the item in your installed base. Select Service Requests from the View Details drop-down list and then click Go. Next, select the service request status from the View Service Requests drop-down list (select the blank line at the top if you want to see all statuses), and then click Go. 7. Q. I am not able to submit a service request. A. This has several symptoms, but one root cause. The cause is that your user ID does not have an account associated with it. You have to contact your local isupport administrator and ask them to associate an account to your user ID. The symptoms are: You get the following error: The Account Number field drop-down list says <Select One>, but there are none in the list. The Serial Number field search shows no matches. The Select Serial Num Description field says <Select One>, but there are none in the list. Page 46 of 102

47 Working with Information under the Account Tab Note: Dragon Medical customers will either not have an Account tab or, if they do, may not see anything under the Account tab. They do not have any entries in the Installed Base, at this time. The Account tab is where you will find information about which Nuance Healthcare products you own. This is referred to as your Installed Base. Besides seeing what you own, you can learn other information about your product. Such as: details about an item, whether or not the item is under contract, and view a list of service requests for an item. Functions that you can perform under the Account tab are: download a list of your installed base in Excel format, search your installed base, check contract status of an item in your installed base, and create a service request from an item detail page. Creating a service request this way will transfer the item (product) and address information from the installed base into the service request. You can also generate a list if items listed on a particular contract. Tip: If you get an error, like the one shown in the following figure, when you click the Accounts tab, it means that your user ID does not have an account associated with it. Contact you local isupport administrator and ask them to associate an account to your user ID. Figure 31 Accounts Tab Error There are a number of things that you can do from the Search Item Instances page, which is displayed when you click the Account tab. This can also be called the Products page. When the page opens, a search of your installed base is performed and displayed. If you have not personalized the search and the layout of the page, the default search is performed and the default layout is shown. You can use this information and sort it by the columns shown, you can click the Description link to view the general details of the item, you can choose a page to view from the View Details drop-down list, or you can click the Eyeglasses icon in the All Details column to view the item details and the contract, if any, covering that item. By default, the columns shown in the next figure are displayed when you click the Account tab. Figure 32 Account Tab Default Columns The items are not sorted by any particular column. By clicking the column name, you can sort by that column. You can change which columns are shown, their order, and how they are sorted by creating and saving a personalized search. Sorting the Install Base List by Columns The currently selected sort column is indicated by either the Up or Down arrow icon appearing next to the column name. To choose which column to sort by, click the column name link. To change the sort order of a column, click the arrow icon. The Down Arrow indicates that the list is sorted in descending order, i.e. with the newest date on top, the highest number on top, or in alphabetical order. The Up Arrow indicates that the list is sorted in ascending order, i.e. with the oldest date on top, the lowest number on top, or in reverse alphabetical order. The next figure shows the columns sorted in ascending order by the Item column. Note the position of the Up Arrow icon. Figure 33 Install Base List Sorted by the Item Column Page 47 of 102

48 Tip: If you are using a saved search, make sure that its name appears in the Saved Searches window before you click a column name or the sort direction arrow. Otherwise, the column selections and layout will revert to the default settings. Refer to the Personalizing heading to learn more about configuring the columns that are shown, their layout, and their default sort order. Viewing Item Details You can view the details about a particular item including: general attributes, owner, current location, installed at, contract information, service request information, and other miscellaneous information. You can even open a service request and pre-populate the product and location information. Some of the information displayed is of interest to Nuance employees only. It may not have much meaning for you. The reason that it is displayed is that you and employees share the same page. This results in some information that you may not need or understand and there are some functions on the page that do not work for you. For example, some of the pages have Go and Edit buttons. These only function for employees. You are not able to change any information on the pages. Tip: You cannot edit information shown in the details. If you see information that is incorrect, contact Service Support at Tip: The Select column is not used. You have several ways to access the detail information: you can click the description link; select either general, contacts, or service requests under the View Details drop-down list; or click the All Details Eyeglasses icon. Figure 34 The Account Page Table Item Instance Details Page When you click the Description link, the Item Instance Details page is displayed. You can view the item information here as well as link to the Contract and Service Request information for that item. The menu on the left gives you access to these pages. Tip: Another way to view the Item Instance Details page is to select General from the drop-down list under the View Details column, and then click Go. Page 48 of 102

49 Figure 35 Item Instance Details Page Page 49 of 102

50 View Details Drop-Down List The drop-down list in the View Details column gives you three choices: General, which displays the Item Instance Details page; Contracts, which displays the contract information for that item; and Service Requests, which displays the service request information for that item and gives you the ability to create a new service request. After you select from the drop-down list, click Go to display the page. Contracts Page The Contracts page gives you a summary view of all of the contracts in the system for that item. You can view Overview and Detail information about a contract by clicking the Contract Number link. Figure 36 Contracts Page Service Requests Page The Service Requests page gives you a summary view of service requests that have been placed for that item. You can select to view service requests by status. Select the status in the View Service Requests drop-down list, and then click Go. You can view all statuses, or all service requests for that item, by selecting the blank line at the top of the drop-down list. Not all statuses in the drop-down list are valid (refer to the heading Definition of Service Request Statuses for a list of status that can be used). By default, the Open status is selected when you first open the page. You need to select another status or the blank line to generate a list of service requests. Page 50 of 102

51 Figure 37 Service Request Page with All Requests for the Item Shown Tip: Some of the column headings differ from those shown under the Support tab. Refer to the Page 51 of 102

52 Comparison of Field Labels between the Account Tab and the Support Tab heading to understand the headings. Click the Details icon to view the details of the service request. Refer to the Working with Service Requests section for details of what you can do with the service request. You can start a new service request for this item by clicking the Create New Service Requests button. When you click the button, the product information and the product location information with be filled into the service request automatically. All Details Eyeglasses Icon When you click the Eyeglasses Icon under the All Details column the Item Instance Details page is displayed with the Contracts information added at the bottom. This is the same information that is available on the other pages except that you do not have the menu on the left that lets you navigate to the other pages. Also, you are not able to drill down in the contract area to see more details. Searching or Personalizing the Installed Base List You can do a one-time search of the Install Base, a one-time search and change the layout and sort order of the list, or you can set-up personalized searches that you can reuse and that will change the layout and sort order of the list. You can also control the information that will be exported to Excel format when you click the Download button by using the search or personalize feature. Searching and personalizing start the same way, by clicking the Personalize button. Searching 1. Click Personalize. The Advanced Item Instance Search page opens. 2. Enter your search criteria. Refer to the heading Understanding the Search Criteria Sections. 3. If you want to change the list content, layout or sort order, enter those in the Table Personalization section. Refer to the heading Personalizing for more information. 4. If you want to save this search and use it again, enter a search name in the Name field under the Save Search as section. If you want this to be the default search for the summary page, select the Use as Summary Page Default checkbox. Then click Save to just save the settings or click Save and Apply Search to save the settings and apply the search in one step. Tip: You can only have one default Search/Personalization for the Summary Page. If you want to have a default search and a default personalization, you must combine them into one saved search. 5. If you want to use this search just one time, click one of the Search buttons. Searching with a Saved Search or Personalization You can save as many searches and personalization settings as you wish. You can change them at any time. Tip: If you want to run the default search, select the blank line at the top of the list. 1. To select a saved Search or Personalization, select the name from the Saved Searches drop-down list. Page 52 of 102

53 2. Click Go. The search or personalization is performed. Figure 38 Selecting a Saved Search Understanding the Search Criteria Sections There are seven Search Criteria Sections where you can enter filtering information. The sections are: General Attributes, Party, Party Accounts, Current Location, Installed At, Contact, and Contract. Due to the way that the installed base is set up, there are some sections and fields that we recommend that you not use. If you use them, you will not get any search results. They are left on the form because they may be usable in the future and because the page that you are viewing is basically the same page that employees use, except that employees have editing features available to them. In addition to not using some sections or fields, there are some sections where you cannot change the information in the fields; however, the data is used in the search when the section is expanded. In order for a section to be active and used in the search, it must be expanded. By default, when you first click the Personalize button for a new search, the General Attributes and Party sections are expanded. All others are collapsed. To expand or collapse a section, click the arrow icon next to the section name. Each of the sections and their fields are explained in the following paragraphs. General Attributes Section Tip: We recommend that you do not use the following fields in your searches: Status, Additional Attribute Name, External Reference, System, and Instance Name. Entering a value in them will yield no results when you search or the value that they contain is the same for all items in your installed base. Tip: When you see a Go button next to a field it means that you can perform a sub-search for the value to use in that field. Refer to the Sub-Search for a Field Value (Go Button) heading in the isupport Search Methods section for more information. Figure 39 The General Attributes Section The Item Instance is a unique, system generated number for that item in the installed base. Entering a value here will result in a maximum of one line of data for your search. Page 53 of 102

54 Item is the Nuance model number or part number for an item. You may have multiple items in your installed base with the same item number. You can expect to get multiple rows of information if you use this field. Serial Number is a unique alpha/number for an item. Not all items have serial numbers, for example a headset is not serialized, but a server is. You should not have duplicate serial numbers, so using this field should give you a single row of information. You can enter a partial value along with the wildcard (%) character to search for a series of letters and/or numbers if you only know part of the number that you are searching for. This may produce multiple rows of information when you search. The Description is a text field that describes the item. You can use partial words with the wildcard (%) character to search for an item by description. You can include expired items in your result by selecting the Show Expired Item Instances checkbox. Party Section You are not able to edit any information in this section. It shows your organization s name and number. This is used in conjunction with some other sections and in searches. You should leave it expanded. Party Accounts Section You are not able to edit any information in this section. It shows your organization s account name and number. You should leave it collapsed. Current Location Section This is a section that we recommend not using. It is actually based on the contacts associated with your organization. The installed base is not set up to the point where a contact is associated with an item. This should be left collapsed. If you do choose to use this field, the Party section must be expanded in order to populate the fields. Installed At Section Unless you have multiple addresses associated with your organization and have supplied Nuance with the specific location of your equipment, we recommend that you do not use this field. As a general rule, all of your equipment is associated with one address. This should be left collapsed. If you do choose to use this field, the Party section must be expanded in order to populate the fields. Contact Section Again, the installed base is not set up to the point where a contact is associated with an item. Therefore, we do not recommend that you use this section. This should be left collapsed. Contract Section This section can be used to generate a list of products that are covered by a specific contract. You can also see a list of all of your contracts. The Party section must be expanded in order to use this section. Figure 40 The Contract Section Click the Go button next to one of the fields to perform a sub-search or enter a partial value in the field. Refer to the Sub-Search for a Field Value (Go Button) heading in the isupport Search Methods section for more information. Personalizing Personalization allows you to choose which columns to display, their order and how they are sorted. Personalizing is really just saving a search where you have made changes in the Table Personalization section. You can enter Page 54 of 102

55 search criteria or leave it blank in order to display all of the products in your installed base. The next figure shows the Table Personalization section. Figure 41 Table Personalization Section 1. Click Personalize. The Advanced Item Instance Search page opens. 2. Enter your search criteria or leave it blank if you just want to just change the table layout, order, or sort order. Refer to the heading Understanding the Search Criteria Sections. 3. The column names shown in the Selected Columns box are the ones that are currently displayed. You can add to them from the columns shown in the Available Columns box using the arrow icons between the boxes. Select the column that you want to move, and then click the Move icon. You can add all of the columns in the Available Columns box at once by clicking the Move All icon. Likewise, you can remove columns from the Selected Columns box by selecting them and clicking the Remove icon. The Remove All icon removes all of the columns at once. Tip: You should always leave the Description column in your Selected Columns list. The Description column is a link to the details of an item. There are other methods of displaying the item details; however the Description link is the most convenient. 4. Once you have chosen which columns to display, you can change the order of the columns in the Selected Columns box. Select the column that you want to reposition and use the up or down arrow icons. The icons with the bars above or below the arrows move the column all the way to the top or all the way to the bottom. Page 55 of 102

56 Figure 42 Changing the Field Order in the Selected Columns Box 5. Next, you can set the way that the rows are sorted. You can select up to three rows to sort by and you can select either ascending or descending order for each row. Figure 43 Column Sort Settings 6. Enter a name in the Name field under the Save Search as section. If you want this to be the default personalization for the summary page, select the Use as Summary Page Default checkbox. Then click Save to just save the settings or click Save and Apply Search to save the settings and apply the personalization in one step. Tip: You can only have one default Search/Personalization for the Summary Page. If you want to have a default search and a default personalization, you must combine them into one saved search. 7. If you want to use this personalization just one time, click one of the Search buttons. Editing a Saved Search or Personalization 1. To edit a saved Search or Personalization, select the name from the Saved Searches drop-down list. 2. Click Personalize. The saved search is loaded. 3. Make your changes. 4. When you are done, click Save or Save and Apply Search. Tip: If you selected the wrong name, you can select another one from the Saved Searches drop-down list and then click Go to load a different saved search or personalization. Deleting a Saved Search or Personalization 1. To delete or remove a saved Search or Personalization, select the name from the Saved Searches drop-down list. 2. Click Personalize. The saved search is loaded. Page 56 of 102

57 3. Click Remove. A confirmation page indicates that the search was deleted. Tip: If you selected the wrong name, you can select another one from the Saved Searches drop-down list and then click Remove to delete a different saved search or personalization. Using the Download Button You can use the Download button to create an Excel file of the information that is displayed in the table. You can determine what information will be downloaded by personalizing the table first. Once you see the information and have it formatted the way that you want, click the Download button. You get the standard Windows File Download box. You can either Open the file in Excel or Save it to your PC. Creating a Service Request from the Installed Base The advantage of creating a service request from the Installed Base is that the product and location information is filled in automatically. This means that you only need to enter the problem summary. Also, you can view a list of the service requests that have been submitted for that product. You can determine if you have had this problem before, or if someone else has already reported the problem. 1. Find the item in the Installed Base list and go to the Service Requests page. 2. Review the service requests that have been submitted for this product (select the blank line at the top of the drop-down list and click Go). 3. Click Create New Service Requests. The Create Service Request page opens. 4. Select a Service Request Type. The Identify Problem page opens with the Primary Contact, Product Location Address, and Identify Product areas filled in. 5. Fill in the Problem Summary field and continue creating the request as normal. Refer to the heading Submitting a Service Request in the Working with Service Requests section for more information. Displaying a List of Items on a Contract There may be times that you want a list of items that appear on a particular contract. This can be created by using the Personalize feature. 1. Locate the contract number. 2. Click Personalize under the Account tab. 3. Expand the Contract section. Confirm that the Party section is expanded. You can search for the Contract number using the Go button (refer to the heading Sub-Search for a Field Value (Go Button) in the isupport Search Methods section for more information). 4. Enter the Contract number in the Contract Number field. 5. Make any setting that you want in the Table Personalization section. 6. If you want to reuse this search, give it a name and save it. Otherwise, click Search to use this one time. 7. The results of the search show the items that are included on that contract. Page 57 of 102

58 Comparison of Field Labels between the Account Tab and the Support Tab The following table lists the field labels that are different under the Account tab compared to the Support tab. Only field labels that are different are listed. Account Tab Date Closed Description or Item Description External Reference Incident Date Incident Number Incident Type Item Revision Severity Status Code Support Tab Closed On Product Description Tag Reported On Request Number Request Type Model Number Version Not Shown Status FAQs for the Accounts Tab 1. Q. I get an error message that indicates No Row Found when I click the Accounts tab. A. This indicates that your user ID does not have an account number associated with it. Contact your local isupport administrator and ask them to associate an account to your user ID. Page 58 of 102

59 Working with Information under the Support Tab The Support tab gives you access to the Knowledge Base (Ask Me), Top Solutions, and Service Requests. When you click the tab, the Ask Me page opens. From here you can search or browse the knowledge base or select one of the other pages to view. Figure 44 Ask Me Page under the Support Tab Knowledge Base (Ask Me) For information about finding solutions in the knowledge base, refer to the Working with the Knowledge Base section. Top Solutions For information about the top solutions page, refer to the Top Solutions heading in the Working with the Knowledge Base section. Technical Library The Technical Library tab has been removed from the Support tab. All of the information that was contained in the library is now available as solutions in the knowledge. Service Requests For information about the Service Request page, refer to the Working with Service Requests section. Page 59 of 102

60 isupport Search Methods There are a number of different ways to search for information on isupport. Depending upon where you are and what you are searching for will determine the type of search that you will use. Tip: The wildcard character to use in all search methods is the percent sign (%). Knowledge Base Search Refer to the Working with the Knowledge Base section. Solve a Problem Search There is a Solve a Problem box on the Service Requests page under the Support tab that can be used to search the knowledge base for a solution. The search looks in the title and body of the solutions. The wild card character cannot be used in the search. Figure 45 Solve a Problem Search Box To use the search, enter your criteria in the Search field, and then click Go. A search results page will display with a list of hits. Search for a Solution The Search for a Solution area allows you to search the knowledge base from your Home page. This area is Optional Content and must be added to your Home page. Refer to the Adding Optional Content to Your Home Page heading in the Personalizing Your Home Page section. This search box is similar to the Quick Find search except that the result page has more information and options. It is also similar to the Solve a Problem search box found on the Service Requests page except that you can use wildcard characters in the Search for a Solution box. The search looks in the title and body of the solutions. To use the search, enter your criteria in the Search field, and then click Go. A search results page will display with a list of hits. Figure 46 Search for a Solution Quick Find The Quick Find search bar is found on most isupport pages. It can be used to perform a search for a Service Request, in the Library, in the Installed Base (not available for all user types) and in the Knowledge Base Page 60 of 102

61 (Solutions). Unlike most of the other search methods on isupport, the Quick Find search has certain guidelines that must be followed and you only search selected fields within the various areas. To use Quick Find, select the area that you want to search from the drop-down list. Enter your search criteria, and then click Go. Depending upon your Display Preferences setting under Profile, the information will open or you will see a Search Results page. Figure 47 The Quick Find Search Bar Service Requests When searching for a service request with Quick Find you can only search the Request Number field. In this case, Quick Find is looking for an exact match of the entire field and you cannot use the wildcard character. Therefore, in order to find a service request using this box you must enter the exact 9-digit request number. Library When searching for a document in the library, Quick Find searches in the title and keywords fields. You can use the wildcard character when searching the Library. In fact, if you want to search for a number, such as 0421, you must precede it with the percent sign. Therefore, to search for 0421, you enter %0421. Tip: It is good practice to begin any of your search criteria with the wildcard (%) character. For example, when searching for EWS, enter %EWS. (In this example, EWS without the percent sign will not produce any hits.) Installed Base When you search the Installed Base, Quick Find only searches in the Description field. Quick Find is looking for an exact match of the entire field. Therefore, you must use the wildcard character if you are not going to enter the full description as it appears. For example, if the full description is COMPACT DISC, RECORDABLE, searching for compact will not produce a match. Neither will disc or recordable. A search for compact% will match, but a search for disc% or recordable% will not match. This is because the match has to start at the beginning of the field. So to match this description using disc, you have to enter %disc%. Tip: Surround your partial search criteria with wildcard characters in order to match the entire field. Tip: When entering search criteria, punctuation is ignored. However, the punctuation in the Description field is not. This could cause you to get partial or no results if the term you are searching for is followed by punctuation. For example, if the description of an item appears as CORD, TELEPHONE, RJ11; searching for cord, telephone, or RJ11 will not produce a hit. In order to find this entry you must use the wildcard character with the term. So, cord% would find this entry, but telephone% and RJ11% will not. Entering %telephone% and %RJ11% will find the entry. Solutions Quick Find searches the title and body of solutions in the knowledge base. You can use the wildcard character in the search. You can search for just the solution number and have it display, depending upon your Display Preferences setting under Profile. Page 61 of 102

62 Service Request Search Refer to the heading Finding a Service Request in the Working with Service Requests section. Searching in a List of Values (Flashlight Icon) In a number of areas on isupport you can enter information into a field by searching a List of Values (LOV) for that field. Typically, when there is a Flashlight icon next to a field, you can search an LOV. Also, if there is a Flashlight icon next to a field, it generally means that you cannot enter just any value. The value must match a value that is in the LOV. Even if you manually enter a correct value that is in the LOV, the complete information for that value may not be recognized, therefore it is always best to use the LOV search and select the value from the resulting list. In the following example we will use the LOV list for the Serial Number field on the Create a Service Request page. The principles of using the LOV search and value selection are the same for all instances where you need to enter a value from an LOV. 1. Click the Flashlight icon next to the field. A separate Search and Select window opens with all of the values that can be entered into the field.. Figure 48 Search and Select Window 2. You can either navigate the pages of the list or search the list to find the value that you want. Page 62 of 102

63 a. To navigate the list, use the Next and Previous arrows or the drop-down menu. b. To narrow the list by searching, enter criteria in the Model Number, Product Description, or the Serial Number field, and then click Go. Tip: The Tag number is always the same, when it is present. This is your old configuration number. Therefore, it is not useful to search in this field. Tip: Use the percent (%) sign for the wildcard character. 3. Select the value that you are looking for by selecting the radio button. 4. Click Select. This will enter the value that you selected into the filed. Tip: In this example using the Serial Number field, it is possible to select a value that will leave the filed blank. As you can see in the figure, there are several rows that do not have serial numbers. Even though there is not a serial number for a particular item, the Model Number and the Description will be loaded. The value will show on the Review page and the Serial Number field will remain blank. Narrowing the Initial Search and Select List You can narrow the list of values that is initially displayed when you click the Flashlight icon by entering a partial value into the field along with the wildcard character first. In the same Serial Number example used above, you can enter cnv% into the Serial Number field. Figure 49 Narrowing Search When you click the Flashlight icon, you get a much shorter Search and Select list. In this example, 3 items rather than the 110 shown earlier. Page 63 of 102

64 Figure 50 Search and Select Window Sub-Search for a Field Value (Go Button) Generally, when there is a Go button next to a field it means that you can do a sub-search for the value to put into that field. The Go button next to the field means that you can type a value into the field without having it match an acceptable value from a list, as is the case for a field that has the Flashlight (Searching in a List of Values) icon next to it. In this example we will use the Item field to go through the instructions. Other fields will operate in a similar manner. The sub-search page name and the columns shown in the result list will vary depending upon the field that you are using. Figure 51 Sample Field with a Go Button If you click Go while the field is empty, you open a sub-search window that shows no results. Next, you enter a value into the Enter Partial Value field and then click Search to find the values that are acceptable for that field. If you enter just the wildcard (%) character and then click Search, you will get a list of all of the acceptable values for that field. Page 64 of 102

65 Figure 52 Sub-Search Window with No Results If you enter a partial value with a wildcard (%) character into the Item field and then click Go, a search for that criteria is performed. This means that you do the search in one step rather than two. You can then select a value from the list to put into the original field. Figure 53 Sub-Search Window with Results When you click the link for the value, the sub-search window closes and the value is put into the original field. Also, any related fields on the original form will be filled in as well. In this example, the Description field on the original form will also be populated. Page 65 of 102

66 Personalizing Your Home Page You can personalize the various areas or groups on your home page to meet your needs. We offer some optional content that you can choose. You have some control over the optional content. The Content link allows you to choose which optional content to display and the Layout link allows you to position the content on your page. Each area that you can personalize has an Edit link in the right side of the blue heading bar. You cannot personalize the How can we Help you area. Quick Links The Quick Links area is where you keep bookmarks or links to knowledge base solutions. Having a link stored here also means that you will receive an anytime that solution is updated. You can configure which columns are displayed, how they are sorted, and how many rows appear in the table. By default, 15 rows are displayed and the solutions appear in the table in the order that you add them. 1. Click Edit. The Edit Quick Links Content page opens. Figure 54 The Quick Links Area of the Home Page Figure 55 Edit Quick Links Content Page Note: The column name Quick Link Name refers to the No. (Number) column. 2. Select the box next to the Column Name to display it, or clear the box to hide it. Page 66 of 102

67 3. To change the sort order, select a column name in the Sorted By and then in the Then By drop-down lists. Then, select the direction, Ascending or Descending. 4. Enter the number of rows to display in the list on the Home page in the Number Of Rows Displayed field. 5. Click Save. Service Requests Refer to the Finding a Service Request heading in the Working with Service Requests section for information on personalizing the Service Requests area.. isupport Maintenance Alerts We will post any scheduled maintenance information under the isupport Maintenance Alerts area. Click the link for details. Figure 56 The isupport Maintenance Alerts Area of the Home Page You can personalize the number of rows of information that are displayed before the More link appears at the bottom of the list. The default settings for this are: Number of Rows is set to 1 and the Number of rows for each sub content is set to 2. We recommend that you leave the default settings. Healthcare isupport News & Info The Healthcare isupport News & Info area is where we will post information about isupport and its features. There are two categories shown: Documentation & Tutorial and What s New? The Documentation & Tutorial section has a link to Solution #12552, which contains links to the, Quick Reference Guides, and the tutorial. The What s New? category contains a link to a What s New? page that details the latest changes to isupport. Figure 57 The isupport News & Info Area of the Home Page You can personalize the categories shown and the number of rows of information that are displayed before the More link appears at the bottom of the list. By default, the two categories are shown with the ability to display one row under each category. The default settings for this are: Number of Rows is set to 6 and the Number of rows for each sub content is set to 1. We recommend that you leave the default settings. 1. Click Edit to change the content. The content page opens. Page 67 of 102

68 Figure 58 The Edit Content Page for isupport News & Info 2. Select a number from the drop-down list next Number of Rows or next to Number of rows for each sub content. Tip: If you wanted to show two rows under each category you change the Number of Rows setting to 9 and the Number of rows for each sub content setting to 2. The formula is: number of categories (3) + total number of rows under the categories (3 categories x 2 rows each = 6) = Number of Rows setting (9). 3. Select a box under the Display heading to display the sub content or clear the box to hide it. Tip: You can select all of the boxes using the Select All link or you can clear all of the boxes using the Select None link. 4. Click Save. Technical Library The Technical Library is where you can find s and other documents to download. Optional Content (the Personalize: Content Link) The Content link allows you to select any or all of the optional content for the Home page. You can also choose where on the Home page the optional content appears using the Layout link or the Change Layout button on the Personalize Content page. You cannot move the mandatory content. Currently there are two optional areas that you can add to your home page: Service Request Bookmarks (Quick Links) and Search for a Solution. Adding Optional Content to Your Home Page 1. On your Home page, click Content. The Personalize Content page opens. The Optional Content is shown in the top list and the Mandatory Content is shown in the bottom list. Page 68 of 102

69 Figure 59 The Personalize Content Page 2. Select the check box next to any or all of the Optional Content to have it display. 3. If you want to arrange the position of the content on you r Home page, click Change Layout. Refer to the Personalizing the Layout of your Home Page heading for information on the layout of your Home page. 4. If you did not click Change Layout, click Update. The new sections will appear at the bottom of the left column of your Home page. Removing Optional Content from Your Home Page There are two ways to remove the optional content sections from your Home page. You can click the Close link in the title bar of the section or you can click the Content link. Tip: Mandatory content does not have a Close link. Figure 60 Sample Optional Content Title Bar If you click Close, the section will be removed from your Home page. To remove content using the Content link: 1. On your Home page, click Content. The Personalize Content page opens. 2. Clear the check box next to any or all of the Optional Content to remove it. 3. Click Update. The sections will be removed from your Home page. Page 69 of 102

70 Personalizing the Layout of your Home Page You can change the layout of optional content on your Home page. The position of mandatory content cannot be changed. You can also choose between a two column and a three column Home page. Content sections are defined as either Narrow or Wide. Narrow content can go into narrow or wide columns while Wide content can only go into a wide column. A three column page has two narrow columns and one wide column. The next figures show samples of both types of Home pages. Figure 61 Sample Home Page with Two Column Layout Page 70 of 102

71 To change the layout of your home page: Figure 62 Sample Home Page with Three Column Layout 1. Click the Layout link on the Home page or the Change Layout button on the Personalize Content page. The Personalize Layout page opens. Figure 63 The Personalize Layout Page Page 71 of 102

72 2. If you want a three column Home page, click the Switch 3 Column Layout link. 3. You can move content between the columns using the arrow buttons between the columns. Tip: Content with an asterisk (*) is mandatory and cannot be moved between columns or up and down. 4. To move the content up or down in a column, use the arrow buttons above the column. Service Request Bookmarks (Quick Links) There may be occasions when you need to monitor a particular service request and want to have quick access to it. In this case, you can use the Service Request Bookmarks area of the Home page. This area is Optional Content and must be added to your Home page. Refer to the Adding Optional Content to Your Home Page heading. This area is static rather than dynamic like the Service Requests area. Once you add a service request to this area, it will remain there until you remove it. The Service Request area changes automatically as your requests are added and updated. You can determine the columns that are displayed and the sort order of the area using the Edit link. Figure 64 The Service Request Bookmarks Area Adding a Service Request to the Bookmark Area When you add the Service Request Bookmark area to your Home page, an Add to Quick Link button is added to the service request when you view it. Clicking the button will add a link to the bookmark area. By default, the service requests are added to the list and sorted by the Last Updated On date. You can change this and which columns are displayed by using the Edit link. Add to Quick Link Button Figure 65 Add to Quick Link Button Removing a Service Request from the Bookmark Area When you add a service request to the bookmark area the button label changes to Remove from Quick Link. Simply click the Remove from Quick Link button to remove the service request from the Bookmark area. Remove from Quick Link Button Figure 66 Remove from Quick Link Button Page 72 of 102

73 Tip: An alternative way of removing service requests from the bookmark area is to reduce the number of rows displayed in the list so that a More link appears at the bottom of the list. When you click the More link, a service request page opens that lists the additional requests and adds a Remove column. Simply click the Trash Can icon to remove the service request from the list. Figure 67 The Bookmark Service Request Page Editing the Service Request Bookmark Area You can determine the Display Options (which columns are displayed in the area), the Sort Options, and the number of Rows displayed. By default, Request Number, Problem Summary, Last Updated On, and Status are displayed. The list is sorted by the Last Updated On date and there are 50 Rows displayed. To edit the Service Request Bookmark area: Tip: If you try to Edit the layout before you have an entry in the bookmark area, you get the following error: Click Return to Previous Page and add a Service Request to the bookmark area. Then, edit the layout. 1. Click Edit. The Edit Service Requests Quick Links Content page opens. Page 73 of 102

74 Figure 68 Edit Service Requests Quick Links Content Page 2. The column names shown in the Selected Options box are the ones that are currently displayed. You can add to them from the columns shown in the Available Options box using the arrow icons between the boxes. Select the column that you want to move, and then click the Move icon. You can add all of the columns in the Available Options box at once by clicking the Move All icon. Likewise, you can remove columns from the Selected Options box by selecting them and clicking the Remove icon. The Remove All icon removes all of the columns at once. Tip: You can double-click a column name to move it between the option lists. 3. Once you have chosen which columns to display, you can change the order of the columns in the Selected Options box. Select the column that you want to reposition and use the up or down arrow icons. The icons with the bars above or below the arrows move the column all the way to the top or all the way to the bottom. 4. Under Sort Options, you can set the way that the rows are sorted. You can select up to three rows to sort by and you can select either ascending or descending order for each row. 5. Under Rows, you can set the Rows Per Page to display. 6. After you have made your selections, Click Update to save the changes. Search for a Solution The Search for a Solution area allows you to search the knowledge base from your Home page. This area is Optional Content and must be added to your Home page. Refer to the Adding Optional Content to Your Home Page heading. This search box is similar to the Quick Find search except that the result page has more information and options. It is also similar to the Solve a Problem search box found on the Service Requests page except that you can use wildcard characters in the Search for a Solution box. Page 74 of 102

75 The search looks in the title and body of the solutions. To use the search, enter your criteria in the Search field, and then click Go. A search results page will display with a list of hits. Figure 69 Search for a Solution Area Page 75 of 102

76 Working with Your Profile Your profile is where you can view and change some of the information related to your account on isupport. If you need to change information such as your password or your address, Profile is where you will find these. Click the Profile link at the top or bottom of an isupport page to access your profile. Personal Profile You can change your first name and last name information under Personal Profile. Your user name is shown in the Reset Password section, however you cannot change it. You can change your password using the fields in the Reset Password section. After you change or enter any information in the fields, click the Update button under the section where you made the change to save the information. Tip: The Update button above the Reset Password section (in the User Information section) will not work for a password change, likewise, the Update button under the Reset Password section will not work for a name change. Figure 70 Personal Profile Page Contact Points Contact Points is where your address and telephone number appear. You can edit these values or add additional ones. You can have one primary contact point for each type, or telephone. You can change your primary contact point at any time. Page 76 of 102

77 Figure 71 Contact Points of User Page To create a new contact point, click the Create button. Select the Communication Type and then enter the required values. When you are done, click Save. To edit a contact point, click the address or the telephone number. Change the values, and then click Save to save your changes. Tip: You can enter as many contact points as you want. You must have one primary address and, if you enter a telephone number, one primary telephone number. You cannot delete a contact point. If it is no longer valid, put a null value in the field, see the example above. Tip: The primary address is automatically populated into the service request as your contact point. You can change it to one of your other contact points when you create or update the service request. Addresses This area allows you to enter your contact address information. The first address that you create here will be the address that is populated into the Product Location fields on a service request. The addresses here do not show up in the address pick list when you click the Select Address button on a service request. Only your company addresses show in that list. You can enter multiple addresses here, but only the address that you enter first will populate into the service request. If you enter multiple addresses, they are grouped first by the Address Type column, then by the Primary column (Yes first), and then sorted alphabetically by the Address Name column. Tip: It is recommended that you only enter one address here. This address will be populated into a service request when you create one. There is no advantage in adding multiple addresses, nor is there an advantage to designating an address as Bill To, Ship To, or Primary. Tip: Refer to the heading Error! Reference source not found. on page Error! Bookmark not defined. for an example of why you should enter your contact address. Page 77 of 102

78 Figure 72 Addresses of User Page Creating a Contact Address 1. Click Create. 2. Select a Country from the drop-down list. The address fields my change depending upon the country that you select. For example, if you select the United Kingdom, you only see 3 address fields, a postal code field, and a city field. 3. Enter an Address Name. Tip: We suggest that you enter Product Location. This will be important if you enter more than one address (not recommended). This will indicate to you which address is used to populate the Product Location fields when you create a service request. 4. Enter an Address. Up to 4 fields are provided, depending upon the country selected. Tip: Only Address1 field is required on this form; however the City and Postal Code fields are required on the service request form, so it is recommended that you fill in those fields as well. 5. Enter a State. Note: if you are in Canada, enter your Province in the State field. Tip: Enter your two-letter abbreviation or use the Flashlight to see a list of acceptable values. This is not a free-form field; you must use a value that is in the list. 6. Enter a County. 7. Enter a City. 8. Enter a Postal Code. 9. If you wish, you can select an Address Type and indicate whether or not it is Primary. These are not currently used, so it is recommended that you do not select them. 10. Click Save. Updating a Contact Address 1. Click the Update (pencil) icon. 2. Make your changes. 3. Click Save. Page 78 of 102

79 Changing a Contact Address that Populates into a Service Request If you have multiple address and you want to change the address that populates into a service request, you must delete the address that is currently being populated. The next address that you entered in the list will now populate into the service request. It is best to have just one contact address so that you know which address will go into a service request. Deleting a Contact Address 1. Click the Update (pencil) icon next to the address that you want to delete. 2. Click Delete Address. Display Preferences Under the Display Preferences link you change the way some of the data is displayed for your site. Due to the way the system is configured, you may only have one choice for some settings or they may not work at all. Figure 73 The Display Preferences Page General Display The Language and Display Style settings only have one choice. You can choose the User Currency, however it does not affect anything on the site. You can choose the Date Format for the dates shown on your site. The default setting is 31-DEC You can choose another format from the drop-down list and then click Update to change formats. Time Zone Setting You can set your local time zone. This will appear on the service request and give the agent working your request your current time. By default, this is set to the Eastern Time Zone. The Client Time Zone setting is for the time where your PC is primarily located. When you create a service request, this setting is used for the time zone setting on the request. The Session Time Zone controls the times shown when you are viewing service requests. If, for example, you normally work in the Pacific Time Zone, but you are traveling and are currently in the Central Time Page 79 of 102

80 Zone, you can change the Session Time Zone setting and then all of the times displayed are in your current time. The only time that these settings are different is when you manually change one of them. The next time that you log in (a new session), the Session Time Zone is synchronized to the Client Time Zone setting. Use the drop-down list to change either of the settings, and then click Update. It is recommended that you set the Client Time Zone so that you do not need to change this setting each time you create a service request. Tip: Note that the time zone list provided under Profile differs from the list provided under a service request in two ways. The first is the format of the lists. The list under Profile shows Greenwich Mean Time (GMT) and time zone or city name, and is displayed in GMT order. The list under a service request just shows a time zone name or a city name, and is in alphabetical order. Second, the list under Profile contains more selections than the list in a service request. If you select a city under Profile that is not in the service request list, it causes <Select One> to appear when you are creating a service request. Refer to Addendum E Time Zone List Comparison for a comparison table of the two lists. Tip: The time zone names Eastern and Central are for North America and not Australia. Select Australian time zones based on the GMT or city. All settings are in standard time. There are no selections for Day Light Saving time. Table Display This setting affects the search and browse results in the knowledge base, the Top Solutions list, the Library search results, and the results of a Quick Find search. The default setting is for 15 rows per page. You can choose another value from the drop-down list. Click Update to make the change take affect. The second setting, Blank Rows Per Page, has no affect. Search Display This affects the results of Quick Find searches only. The default setting, Go to record when there is one result, means that, if there is one result of the search, the record will open automatically. If there is more than one hit, the Search Results page will display with a list. The other setting, Always show results page, will cause the Search Results page to display even if there is just one hit. Select the setting that you want and click Update to change it. Figure 74 Quick Find Search Results Page with One Hit Accounts Under the Accounts link you can see the account number that your user ID is associated with. At the present time, you can only be associated to one account number. You are not able to make any changes on this page. Page 80 of 102

81 Figure 75 The Accounts Page Tip: If you do not have an account number listed here, contact your administrator and ask them to add your account number to your user ID. By not having an account number, you are not able to create service requests or view information in the installed base under the Account tab. Administrators Under the Administrators link you can see a list of your local isupport administrators. Your company can have as many as they wish. If you click the User Name link you see that person s address. In this example, this company has three administrators. Figure 76 The Administrator Page Page 81 of 102

82 Icons used in isupport Icon Name Description Calendar The Calendar icon appears next to fields where you need to enter a date. Click the icon to open a calendar where you can navigate to a specific date and enter it into the filed by selecting it. Contracts Details Details The Contracts/Details icon is used in the Accounts to view the details of a contract. The Details icon is used in the Accounts to view the details of a service request. Down Arrow Expanded or Collapsed Arrow Eyeglasses Eyeglasses Flashlight Folder Left Arrow Pencil Remove Remove Right Arrow Trash Can Up or Down Arrow Up Arrow This type of arrow on a template or view means that you can move a highlighted option down one position in the list. The arrow with the bar will move the highlighted option all the way to the bottom of the list. When an Expanded (Down) or Collapsed (Right) Arrow icon appears next to a label for an area it means that the area is expanded or collapsed. Click the icon to expand or collapse the area. Eyeglasses are used to indicate that you can view or download an attachment. When you click the Eyeglasses icon you will get the standard Windows File Download stick-up. This type of Eyeglasses icon means that you can view the information indicated. The Flashlight is used when you can search a list of values to enter into a field. Refer to List of Values Search Method under the Methods of Searching in isupport heading. These are used in the Filters section of the Solution Advanced Search when you are adding Categories to the filers. A plus signs means that the folder is closed and you can open itr. A minus sign means that the folder is open and you can close it. The Left Arrow indicates that you can move to the previous page of a listing. If the arrow is grayed out, you are on the first page of a list. When used on templates or views, it is a remove function. When you highlight an option and click the arrow, the option moves from the right column to the left. A double-left arrow will move all of the options to the left. When you see a Pencil icon it means that you can edit a form. This is primarily used with templates or views. The Remove icon is used to remove selections in the Solutions Advance Search feature This Remove icon is used with Quick Links to remove Solutions from the list while in the expanded Quick Link view. The Right Arrow indicates that you can move to the next page of a listing. If the arrow is grayed out, you are on the last page of a list. When used on templates or views, it is a move function. When you highlight an option and click the arrow, the option moves from the left column to the right. A double-right arrow will move all of the options to the right. The Trash Can is used to remove items from a list. It may be files from the Attachments section of Service Requests, saved templates or views, bookmarked service requests, or contacts. When an Up or Down Arrow icon appears in the heading of a column it indicates which column the list is sorted by and the direction of the sort. Up indicates an ascending sort and Down means a descending sort. By clicking the icon you can reverse the order of the column sort. This type of arrow on a template or view means that you can move a highlighted option up one position in the list. The arrow with the bar will move the highlighted option all the way to the top of the list. This type of Up Arrow (without the bar) is also used to return to the top of a page. Page 82 of 102

83 Managing User Accounts For Local Administrators If you are an isupport user with administrative privileges, you can access the User account management section of isupport to approve new user registration, reset a user s password, create contact points for users, inactivate a user account, and pre-configure a user to eliminate the registration approval process. Local Administrators can only approve Healthcare Users or other Healthcare Local Administrators. All other user types must be approved by Nuance. Figure 77 The User Administration Page Approve or Reject User Registration When a new user from your company registers, you will receive an approval request . You need to log into isupport and approve or reject the new user. When you approve or reject a new user, an is sent to them. Tip: You have up to 20 days to approve or reject the registration. After 10 days, you will receive a reminder . After 19 days, the registration will be rejected by the System Administrator and the person will have to register, if you want them to have access to isupport. Tip: The process to reject a registration is the same as to accept a registration except that you click Reject rather than Accept. Important: Do not use the Accept button on the Pending Approvals page to accept users. The user will not be able to use all of the features of isupport if you activate their account using the Accept. Follow the steps below to ensure that accounts are setup properly. Page 83 of 102

84 Do Not Use the Accept button Figure 78 Pending Approvals Page 1. From the isupport Home page, click the Administration link at the top-right. 2. Click the Pending Approvals tab. 3. In the User Name column, click the user s name. 4. Verify the user details at the top of the page, and then click Next. 5. Select the box next to the Account Number, and then click Next. Tip: It is important to do this step. Skipping it affects the Account tab and the ability to create service requests. 6. Enter any comments that you wish to include in the to the user, and then click Accept. Find a User s Account In order to make any changes to a user account, you must find it and access it. This is done from the User tab under Administration. Tip: Searching for the Username is faster than searching for a first or last name. You can enter partial values and user the Wildcard (%) character rather than the complete name. Tip: To display all of the users associated with your company, enter 3 percent (%%%) signs in the value field. Tip: By default you search for only active users. If you need to find a user that you have deactivated or expired, enter the search criteria, and then select Expired Users from the View drop-down list. 1. From the isupport Home page, click the Administration link at the top-right. 2. Enter search criteria to find a user. (Use the % (percent) sign for a wildcard.) 3. In the Username column, click the user s name. Their Personal Profile page opens. Page 84 of 102